Compensation is in the range of $20.00/hour, commensurate with experience and education. Hours- 11:30 AM - 8 PM.

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.

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 CRM 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:

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.

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

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

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.

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.

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

Demonstrated proficiency in MS Office Suite.

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.