Accounting Intake Manager

Onsite Schedule

You will be primarily responsible for the expenses module in Workday and the transition of the travel team. This includes P-cards and employee reimbursements.

Additionally, you will be responsible for understanding the vision for shared services and managing the overall operations, services and resources of a functional area within shared services organization. The Manager balances key responsibilities of managing resources, tracking, reporting on and improving operations and developing relationships with customers and key stakeholders. The Manager resolves complex escalated cases when necessary. The Manager reports to the Director of Shared Services and directly manages the Team Leads and Staff within shared services. Responsible for managing all aspects of Intake including customer inquiry management and inbound transactions relating to functional services of shared services. Owns the maintenance of case management and knowledgebase software (tier 0) and is responsible for all reporting and metrics related to customer service and intake.

• Manage day-to-day efficient processing of transactions, operations, and inquiry management within the Shared Services function.
• Responsible for monitoring service level agreements (SLAs) and key performance indicators (KPIs) that align with shared services objectives. Meet with shared services staff to review SLAs, KPIs and opportunities for improvement.
• Identify areas for continuous improvement and growth, including supporting the expansion of existing (or new) services and processes within Shared Services. Meet with customers of shared services to learn about experience and gather feedback.
• Manages team leader or other staff in the oversight of daily operations of the shared services function.
• Develops a customer service oriented culture using call center, operations and customer service leading practices and processes.
• Pursues and promotes adoption of process efficiencies, including automation of functions and ensuring that systems are updated regularly. Supports implementation and training for these initiatives. Establishes procedures and process for shared services functions, as well as ensuring smooth flow where these processes intersect with departments outside of Shared Services.
• Develop working knowledge of all technologies used by shared services; engage with employees and vendors to optimize use of technology. Own and maintain all knowledgebase content.
• Coordinates and provides education for key stakeholders and departments served by shared services. Owns and facilitates employee training for key aspects of shared services functions and customer inquiries.
• Maintains a system of internal controls designed to safeguard Carilion assets.
• Works closely with internal and external auditors, federal and state tax department representatives, and other regulatory representatives as needed.

Education: High school diploma. Some college, college degree or equivalent experience required.

Experience: Minimum five years' experience, call center / customer service experience preferred.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.