Employment Type:

Full time

Shift:

Day Shift

Description:

Works in the HR Service Center environment and manages escalated colleague issues and complex inquiries generated by HR Rep I. Provides support for incoming calls as needed. Provides consultation and guidance in the interpretation and application of policies and procedures for managers and colleagues and acts to minimize Company risk in all situations. Markets Department services and provides world class customer service.Responsible for monthly audits and reports of colleague HR Administrative data and assist with various projects.

Position allows for work from home/remote opportunity.

Position works the 10:30am to 7:00pm shift Monday-Friday EST.

Compensation is $24.00 per hour + range commensurate with education and experience. This is a position in the HR Contact Center.

POSITION PURPOSE

Works in the HR Service Center environment and manages escalated colleague issues and complex inquiries generated by HR Rep I. Provides support for incoming calls as needed. Provides consultation and guidance in the interpretation and application of policies and procedures for managers and colleagues and acts to minimize Company risk in all situations. Markets Department services and provides world class customer service. Responsible for monthly audits and reports of colleague HR Administrative data and assist with various projects.

ESSENTIAL FUNCTIONS

1. Knows, understands, incorporates, and demonstrates the mission, vision, and values of Trinity Health in leadership, behaviors, practices, and decisions.

2. Works under direction of Contact Center Manager to ensure HR service delivery is consistently high-quality, and collaborates with all functional areas within the HRSC, Total Rewards, and Payroll Departments. Serves as back-up for HR Service Center Representative to support phone queues.

3. Assists with training during implementation of new processes, procedures, and policies and supports the process of RHM implementation in a shared service center environment. Ensures all processes and procedures are fully documented and updated for access in the shared drive.

4. Responsible for 1st level support for all case escalations from HR Rep I. Provides support for questions from the HR Rep I team.

5. May serve as a representative for the Department on cross functional project teams and actively markets Department services to RHM’s and managers.

6. Assists with gathering quality analytics and metrics from Contact Center CRM cases and assembles relevant data in a management presentation format for team quality reporting.

7. Responsible for case management of all inquiries from RHM’s not currently supported by the HRSC, and provides direction to resolve inquires in a timely manner.

8. Participates in projects for supported RHM’s to include coordination and documentation of Plus One approvals, SSN and Eligible Dependent Verifications, Annual Enrollment, and Influenza / TB vaccinations.

9. Assists with development of sustainable, efficient, and effective processes for the RHM’s supported by the Department within the guaranteed service level agreements. Reviews HR Rep I CRM cases open longer than 24-hours for trends and opportunities to be included in HRSC Service Delivery reporting.

10. Builds and maintains collaborative relationships with RHM staff, Payroll, HR Operations, and vendors to facilitate efficient management of escalated assignments.

Maintains strong attention to detail while focusing on customer excellence.

11. Utilizes the case management technology to accurately log case issues and notes for cases assigned under stringent Legal Department requirements.

12. Adheres to established regulations and ensures compliance for, processes, procedures, plans and systems.

13. Maintains confidentiality of department and colleague information according to established practice within HIPAA and NPPI guidelines.

14. Maintains a working level knowledge of applicable Federal, State and local laws and regulations, Trinity Health’s Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

1. Must possess a comprehensive knowledge of Human Resources, Health & Welfare Benefits implementation, annual enrollment, process integration and contact/service center operations, as normally obtained through a High School diploma and three (3) years of experience in an HR specialist or customer support role in a high volume work environment or an equivalent combination of education and experience.

2. An Associate’s degree in Business Administration, Business Systems, Human Resources or related field is preferred.

3. Must possess a basic knowledge of HRIS (i.e. Workday) and processes, and an understanding of the downstream impact of transactions to benefits, pay, and other areas and be able to identify when information appears out of alignment or incorrect

4. Demonstrated effective decision making skills. Excellent communication skills, including strong listening and comprehension skills, and excellent human relations and interpersonal skills. Strong analytic, problem solving, judgment and conflict resolution skills. Demonstrated written communication skills.

5. Ability to work independently with little supervision while organizing and prioritizing workload. Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment.

6. Ability to effectively interact and successfully represent the Department with higher level managers, other various departments, functional areas and RHM’s.

7. Demonstrated proficiency in MS Office Suite.

8. Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

1. Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

2. Must be able to travel to the various Trinity Health sites (10%) as needed.

3. Must possess the ability to comply with Trinity Health policies and procedures.

4. Communicates frequently, in person and over the phone, with people in all locations on product support issues. Hearing is needed for extensive telephone and in person communication.

5. Operates in a typical office environment. The area is well lit, temperature controlled and free from hazards. There are no confined spaces.

6. Manual dexterity for keyboard use is necessary as well as the ability to work ergonomically in an office environment.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.