Human Resources (HR) Specialist (Remote)

Thank you for considering a career at Bon Secours Mercy Health!

Summary:

Serves as the first point-of-contact for Human Resource related inquiries from associates and managers including, but not limited to associate and labor relations consultations and/or concerns that may require a workplace investigation, benefit and compensation inquiries, time and labor management, wellness programs, HR application navigation, talent acquisition, retirement, etc. Independently researches and analyzes data to provide timely and accurate solutions to a variety of Human Resource questions. Requests facts and details on associate relations matters and escalates when necessary to the appropriate HR Center of Excellence. Works closely with cross functional areas to assist in case resolution and streamlining of human resource processes. Adapts quickly in a constantly changing environment to provide up-to-date and correct information to associates across a wide variety of functions and locations.

Essential Job Functions:

• Provides accurate and consistent answers to associate inquiries through critical thinking and problem solving. Delivers associate and leadership solutions and guidance in basic and complex HR needs by referencing standard scripts, quick reference guides, the HR Knowledge Base, basic HR knowledge and other point solution systems.
• Handles Associate Relations and General HR inbound calls, emails and portal cases to identify needs and appropriately escalate cases for investigation or advanced assistance. Captures critical information and key points by using exceptional active listening skills and asking appropriate probing questions.
• Thoroughly documents associate and manager inquiries, case notes and resolutions with accuracy in the case management system.
• Effectively utilizes computer systems to capture the facts, research prior like-issues and resolutions, and pull data for risk assessments and trends.
• Achieves the desired percentage of first-call resolution and meets response time thresholds. Adheres to a set schedule, including breaks / lunches and is available for overtime as needed.
• Assists associates with difficult and complex issues by conveying a high level of empathy and helping to de-escalate the situation.
• Recognizes and adheres to established service center practices, procedures and guidelines.
• Exceeds customer service expectations, consistently demonstrating the following competencies: Customer/Client Focus, Problem Solving Analysis, Time Management, Communication Proficiency, Teamwork, and Technical Capacity.
• Supports Associate Relations Specialists and Benefit / Retirement Operational Specialists with case management and bringing cases to resolution when needs arise. Effectively communicates those resolutions, through critical conversations, back to the associate or leadership as needed.

QUALIFICATIONS

Required Minimum Education:

• Bachelors
• Combination of post-secondary education and experience in lieu of a degree

Preferred Education:

• Masters
• Field of Study- Human Resources, Business

Licensure/Certification Preferred:

PHR / SPHR / SHRM-CP / SHRM-SCP

Minimum Years and Type of Experience Required:

3 years of general HR experience

Minimum Years and Type of Experience Preferred:

Employee relation experience preferred; Healthcare administration experience preferred

SKILL ITEMS (FUNCTIONAL & INTERPERSONAL REQUIREMENTS)

• Policy governance guidelines
• Written and verbal communications
• General HR knowledge (across all HR functions)
• Business acumen
• Service excellence
• Strategic thinking
• Continuous improvement skills

Bon Secours Mercy Health 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

Scheduled Weekly Hours:

40

Work Shift:

Days (United States of America)

Department:

SS Human Resources - HR Services

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 you'd 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 Employers, please email [email protected]. 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 [email protected].