Employment Type:

Shift:

Description:

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 Benefits and Well-Being 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 knowledge bases.

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 RHMs and managers.

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

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

8. Participates in projects for supported RHMs to include coordination and documentation of Plus One approvals SSN and Eligible Dependent Verifications and Annual Enrollment.

9. Assists with development of sustainable efficient and effective processes for the RHMs supported by the Department within the guaranteed service level agreements. Reviews HR Rep I cases open longer than 72-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 Healths 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 Associates 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 RHMs.

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.

Our Commitment

Rooted in our Mission and Core Values we honor the dignity of every person and recognize the unique perspectives experiences and talents each colleague brings. By finding common ground and embracing our differences we grow stronger together and deliver more compassionate person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other status protected by federal state or local law.