Service Delivery Partner - Human Resources HR

Thank you for considering a career at Mercy Health!

Scheduled Weekly Hours:

Work Shift:

SUMMARY

Accessible to associates managers and executive leaders as a central escalation point for managing response and resolution for all Human Resources (HR) service issues occurring at the market level; collaborates with HR functional system and operational leaders to identify root cause and resolution pathway to prevent recurrence of issues; effectively communicates status and response for escalated service issues to market associates and leaders.

***This is an onsite position requiring local travel to support all facilities in our Cincinnati OH market.***

ESSENTIAL JOB FUNCTIONS

• Receive and respond to communications from associates expressing dissatisfaction with HR services; listen empathetically; gather sufficient information from the associate to investigate the nature and seriousness of each complaint; provide timeline for follow up

• Develop and maintain a good working relationship with market managers to facilitate the resolution of associate issues/concerns

• Develop and maintain good working relationships with HR operational and COE leaders to expedite resolution of issues and identify root cause when necessary

• Convene as required resolution response teams build plans and track progress toward completion

• Propose solutions to problems/inquiries from associates by maintaining a thorough understanding of company policies procedures products services and operations and accurately collecting relevant information through all sources

• Provide status updates on HR service metrics and service issues to market executive teams

• Exhaust all efforts to prevent further escalations to management

• Round to continuously improve utilization of HR service channels and tools and provide training where gaps exist

QUALIFICATIONS

Education:

Required Bachelors in relevant field (Business Administration; Healthcare; etc)

Preferred Masters

Licensure/Certifications:

Preferred Professional HR Certification (PHR / SPHR / SHRMCP / SHRMSCP)

Experience:

Required Minimum of 5 years customer service experience in HRrelated discipline

Preferred Executive level communication experience healthcare experience Workday Service Now experience preferred

Skills:

Active listening Persuasion Persistence; Communication; Problem Solving; Critical thinking; Organization; Conflict Resolution; Detail Oriented; Time Management

WORKING CONDITIONS

• Onsite Required to work at a BSMH location Associates are onsite every day. 100 of time onsite.

• Periods of high stress and fluctuating workloads may occur.

• General office environment.

• May be exposed to physical altercations and verbal abuse.

• Required to car travel to offsite locations occasionally in adverse weather conditions.

• Prolonged periods of working alone.

• May have periods of constant interruptions.

MercyHealth is an equal opportunity employer.

Many of our opportunities reward* your hard work with:

• Comprehensive affordable medical dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more

*Benefits offerings vary according to employment status.

Department:

It is our policy to abide by all Federal and State laws as well as the requirements of 41 CFR 601.4(a) 60300.5(a) and 60741.5(a). Accordingly all applicants will receive consideration for employment without regard to race color national origin religion sex sexual orientation gender identity age genetic information or protected veteran status and will not be discriminated against on the basis of disability. If youd like to view a copy of the affirmative action plan or policy statement for Mercy Health Youngstown Ohio or Bon Secours Franklin Virginia; Petersburg Virginia; and Emporia Virginia which are Affirmative Action and Equal Opportunity Employer please email . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact The Talent Acquisition Team at .