First point of contact for all incoming inquires, issues, and work requests related to HR administration and transactions. Manages inquiries, requests, and cases to closure, while appropriately escalating complex cases. Provides accurate and timely processing of HR transactions.

This position is remote - qualified applicants do need to reside in the Greater Cleveland, OH area.

Responsibilities:

• Provides first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems.
• Records caller inquiries and requests and communicates resolutions and updates cases using case management tools.
• Maintains customer contact until request is resolved, including informing customer of status and resolution.
• Provides accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research.
• Performs basic administration processing and approval of transactions, data input and verification of required documentation.
• Utilizes knowledge base tool to provide consistent answers to customers.
• Educates caregivers on company practices and tools (e.g., HR Portal, ESS, MSS) to encourage caregivers to resolve questions on their own.
• Refers complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required.
• Provides document support by managing incoming and outgoing forms, information, as necessary.
• Develops an in-depth understanding of the customers needs.
• Identifies and resolves the customers issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties.
• Provides inputs to update and maintain knowledgebase FAQs, solutions and troubleshooting guides.
• Meets key performance measures such as first call resolution, average answer speed, and call quality.
• Other duties as assigned.

Education:

• High School diploma is required.
• Bachelor’s Degree or Master’s degree is preferred.

Certifications:

• None required.

Complexity of Work:

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Proficient in general word processing and spreadsheet skills.
• Proficient in use of HR systems and call center technology tools.

Work Experience:

• Two years of customer service experience is required.
• A Bachelor’s or Master’s degree may offset the required experience.
• Applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline is preferred.
• Project Management or Account Management experience is preferred.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods.
• Ability to travel throughout the hospital system. For some roles, ability to travel to other locations, including international travel.
• Ability to operate a computer, audio visual and other office equipment.
• Ability to communicate and exchange accurate information, including the ability to deliver any applicable training in person and virtually.
• In some locations, ability to move up to 25 lbs.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment.