HR Svc Ctr Rep II

Department:

10605 IL Corporate - HR: Shared Service Center

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Major Responsibilities:

• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
• Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
• Partners with appropriate COE teams and HRIS on the customer's behalf to ensure the timeliest service. Identifies and implements process and procedure improvement opportunities.
• Upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.
• Provides feedback and recommends updates to tools, job aids, scripts, and standard operating procedures as well as other communications and content.
• Facilitates programs and serves as liaison between external and internal customers and vendors.
• Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
• Stays abreast of changes to policies and practices in order to contribute to the timeliness of resolution.
• Completes special projects as assigned.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Associate's Degree (or equivalent knowledge) in.

Experience Required:

• Typically requires 3 years of experience in human resources; preferably in shared services.

Knowledge, Skills & Abilities Required:

• Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
• Active listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
• Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
• Critical thinking and multi-tasking in a high-volume environment.
• High sense of urgency for meeting commitments and completing assignments according to service level.
• Demonstrated knowledge and understanding of Human Resources, Benefits and Payroll.
• Ability to consistently deliver high quality customer service in a professional manner.
• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
• Detailed oriented with ability to function well in stressful situations.

Physical Requirements and Working Conditions:

• This position requires travel so will be exposed to road, weather and travel hazards.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties.