AP Representative, Vendor Hotline - ServiceNow

Concentra is recognized as the nation's leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Accounts Payable Representative, Vendor Hotline - ServiceNow is responsible for managing and responding to vendor and internal inquiries submitted through the ServiceNow ticketing system and AP hotline. This role serves as the primary point of contact for payment status updates, resolution of missing invoices, account reconciliation questions, and related AP inquiries. The position requires strong customer service skills, attention to detail, and a solid understanding of accounts payable processes.

Serve as the primary contact for vendor inquiries related to payment status, and account reconciliation, providing accurate and timely information.
• Respond to inquiries received via ServiceNow, email, and hotline in a timely and professional manner.
• Research and resolve missing invoice inquiries, including coordination with internal departments as needed. Investigate discrepancies between vendor statements and internal records.
• Review Oracle to verify invoice receipt, approval status, and payment processing status.
• Follow up proactively to ensure complete and satisfactory resolution.
• Escalate complex or sensitive issues to appropriate AP team members or management.
• Identify recurring issues and recommend process improvements.
• Ensure responses and resolutions comply with company policies and internal controls.
• Protect sensitive vendor and financial information in accordance with company standards.

• Education Level: High School Diploma or GED
• Major: Degree must be from an accredited college or university.
• Minimum of 1 year in an office environment; 2 years preferred.
• Experience working in a high-volume, multiple facility operating structure environment is a plus.
• Accounts payable experience with handling vendor communications in a corporate environment is a plus.
• Strong ability to investigate and reconcile vendor statements, identifying and resolving discrepancies accurately.
• Proficient with ERP and accounting systems to verify invoice and payment status, ensuring accurate vendor account management.
• Ability to thrive in a fast-paced environment and possess a personal sense of urgency and attention to detail
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Attention to detail and accuracy.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Excel and ability to learn other systems as needed (Oracle)
• Ability to work independently and as part of a team.
• Work with leadership team to identify areas of risk or potential improvements.
• Possess a continual sense of curiosity and desire to improve processes.
• Ability to follow company and departmental policies and guidelines.

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.