C

HR Contact Center Processor

CommonSpirit Health
Remote
United States

Overview

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

 

Serves as primary support for back office tasks related to employees, retirees, and family member inquiries for assistance / information.  The HR/PR Support Center Processor is responsible for documentation reviews, fulfillment requests, and general accountability for overall high quality service and timeliness.  Obtains and provides requested information or takes appropriate action to resolve, refer, or escalate issues in accordance with company and HR PR Support Center policies and practices.

Responsibilities

  • Receives and processes in-coming documentation from employees, retirees and family members and audits for completeness. 
  • Researches open case requests and interfaces with internal/external resources to furnish or obtain information.
  • Professionally and accurately responds to written  inquiries from employees, retirees, and family members regarding HR and payroll questions, concerns, and status updates/changes.
  • Quickly and accurately resolves cases in professional, sensitive, customer-focused manner in accordance with company policies and procedures.  Meets or exceeds key performance indicators of the role.
  • Escalates complex cases, in accordance with and as defined by HR/PR Support Center practice, with appropriate and complete documentation on work performed to date.
  • Discerns opportunities to improve knowledge base and overall processes.
  • Must be flexible within hours of operation (8am – 8pm) and willing to work overtime.
  • Maintains high degree of confidentiality

Qualifications

  • 1 – 2 years of customer service or back office work experience, preferably in a human resources support center environment
  • Basic knowledge and understanding of Human Resources Practices and Services
  • Excellent oral and written communication skills and the ability to convey answer, issues and status changes in a clear, concise and effective manner
  • Excellent interpersonal skills and the ability to work effectively across all levels of the business; 
  • Ability to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of services
  • Deals with interpersonal conflict and set-back in a mature, problem-solving, solutions-oriented manner