Payroll Support Specialist

SUMMARY The Payroll Support Specialist will support Fastaff, Trustaff, USN, Springboard within the Ingenovis family of brands with payroll questions from Healthcare Providers (HCPs) and internal staff via phone, email, and FreshDesk tickets. This role is the initial point of contact for external field staff (HCP) phone calls and emails across multiple brands and will create and submit FreshDesk tickets to the appropriate team for follow‑up and resolution. The Payroll Customer Service representative will also serve as the initial point of contact for HCP‑related issues from internal business partners such as recruiters, admins, and other stakeholders. RESPONSIBILITIES General understanding of the Ingenovis family of brands, overall business model, and nuances of policy differentiation across those brands. Support Travelers On Assignment (TOA) across major brands (Trustaff, Fastaff, USN with Springboard and Healthcare Support added later) as the first point of contact for payroll‑related questions, concerns, and inquiries. Manage incoming communication through DialPad phone lines and multiple Outlook inboxes. Triage issues and document them in the appropriate instance of FreshDesk. Utilize canned‑response issue‑summary templates and attach pertinent documents from shared network drives to ensure accurate routing and faster resolution times. Understand the travel nursing business model, worker pay requirements, and familiarity with the standard Assignment Agreement Letter (AAL), Strike Agreement Letter (SAL), proactive estimate and true‑up payments for Strike and Final Day Pay (FDP), and explain concepts in layman terms to HCPs. Assist with tax document and/or direct deposit set‑up, review, and verification when asked. Provide onboarding training as needed for temporary Payroll Customer Service representatives to support Job Actions (strikes). Know Bullhorn, ADP Workforce Now, QuickBase, Findd, Workday (ancillary), SmartSheet, TextUs, DocuSign, Insights (Commerce Bank), and eRecruit systems. Coordinate with Ingenovis Payroll teams, Accounting, Finance, HR, Compensation, Benefits, and Compliance for accurate and timely data collection, reconciliation, troubleshooting, and corrective training. Develop internal working relationships across the business to drive growth, engagement, and results. Understand tax‑setup requirements, especially local tax jurisdictions within ADP WFN. Work extensive hours during active Job Actions (strikes) to support document distribution, collection, input, verification, phone lines, ticket research, and resolution; and assist other teams during non‑strike times as needed. Collaborate with cross‑functional teammates, leaders, and stakeholders to strategically implement solutions that optimize operations for key partners and vendors. Perform additional duties as requested by management. REQUIREMENTS AND EXPERIENCE High School Diploma is the minimum education requirement; Associate’s or Bachelor’s Degree in accounting or business preferred. At least one (1) year of experience with phone customer service and/or one (1) year of experience supporting payroll operations. Working knowledge and experience with Workday, ADP Workforce Now, ADP Wage Payments, and associated systems such as SmartCompliance. Experience with DocuSign, ADP Workforce Now, Bullhorn. Knowledgeable of payroll‑related practices including taxes and withholding. Solid understanding of Ingenovis corporate structure and associated setup, integrations, and partnerships. Fundamental Payroll Certification (FPC) preferred. One (1) year of experience in a healthcare and/or staffing environment or related experience preferred. Excellent written and verbal communication skills. Ability to summarize concerns or issues, request resolution‑oriented research, provide baseline documentation, and set realistic follow‑up deadlines. Proven track record of forming strong internal relationships. Computer literacy with Microsoft Word, Excel, Outlook, and PowerPoint. Good at following instructions, working independently, and collaborating within the Customer Service team and the broader Payroll Shared Services team. Strong organizational, time‑management, interpersonal, and confidentiality skills. Ability to maintain calm and professional demeanor during high‑stress situations. Positive attitude, clear diction, professionalism, and ability to provide wrap‑up summary to callers with next steps. Effective prioritization and multitasking skills to meet company performance expectations. Disposition to function in a team environment and maintain confidentiality. Use of tact, discretion, and independent judgment to analyze and resolve work problems. Displays strong sense of urgency, self‑motivation, and flexibility. PHYSICAL DEMANDS AND WORK ENVIRONMENT Ability to use sensory skills to communicate and interact with employees and the public through telephone, email, video conference, and face‑to‑face contact. Ability to use manual dexterity, visual acuity, and hearing acuity to operate office equipment such as a computer, copier, scanner, camera, phone, headset, keyboard, and mouse. Ability to sit for extended periods at a keyboard and workstation, lift up to 15 pounds at times. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT Ingenovis Health is an equal‑opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. RESERVATION OF RIGHTS Essential functions listed in this job description are subject to change at any time due to reasonable accommodation or other reasons set forth by management. COMPENSATION AND BENEFITS Compensation Range: $18.27 - $22.40 per hour. Benefits include health, dental, vision, FSA/HSA, company‑paid life insurance, 401(k) with discretionary match, paid time off, paid parental leave, and tuition reimbursement. #J-18808-Ljbffr