Employee Services Partner

Site: Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary The Employee Services Partner serves as an important point of contact for all employees and leaders, providing guidance, personalized support, clear and timely answers, and coordination across HR programs, policies, processes, and services. This role is a very visible and critical representative for HR and plays an integral role in advancing the internal brand of human resources. Working within established HR practices and service models, this role helps employees and leaders navigate HR resources, resolve routine to moderately complex matters in an accurate and timely manner, and connects with specialized HR teams when additional expertise is required. Demonstrating strong personal accountability, the HR Employee Services Partner applies professional HR knowledge, customer service skills, and sound judgment to understand needs, explain available options, and support timely, consistent outcomes. Success in this role means employees and leaders feel heard, supported, informed, and confident in HR, and that they receive accurate and timely resolution to their issues.

Key Responsibilities

Build Trusted HR Relationships

• Serve as a primary and consistent point of contact for employees and leaders through the Director level for routine to moderately complex HR needs.
• Build effective working relationships by listening to needs, understanding relevant context, and providing responsive follow-through.
• Deliver a professional and personalized HR experience grounded in empathy, credibility, consistency, and service.
• Adapt communication based on the audience, situation, and complexity of the request.
• Build knowledge of the supported workforce, operating environment, and recurring HR needs.
• Demonstrate strong personal accountability with a focus on delighting leaders and employees with every interaction.

Provide HR Guidance and Problem Solving

• Provide practical guidance on HR programs, policies, processes, and available resources using established tools and guidance.
• Provide coaching to M3 leaders and below on routine Employee Relations and Performance Management issues such as: time/attendance, general conduct, workplace culture and job performance. Will also be the initial contact for compensation and benefits-related questions, in addition to general questions about HR systems, talent acquisition/staffing, and workforce enrichment topics.
• Clarify the employee or leader need, gather relevant information, and determine the appropriate next step.
• Accurately diagnose and resolve routine to moderately complex matters within the role's knowledge and authority.
• Recognize matters involving increased complexity, sensitivity, urgency, or risk and escape them to the appropriate HR expert.
• Help employees and leaders understand available options, expected next steps, and relevant timelines.
• Guide employees and leaders to self-service tools, knowledge resources, and digital solutions when appropriate.

Own the HR Experience from Need to Resolution

• Take accountability for the employee or leader experience from initial request through appropriate resolution, maintaining clear communication and follow through.
• Resolve matters directly when they fall within the role’s expertise and authority.
• Create clear, seamless handoffs by establishing ownership, next steps, timing, and communication expectations.
• Navigate HR’s internal structure on behalf of employees and leaders, maintaining visibility in progress when multiple HR teams are involved and intervening when barriers, delays, or service breakdowns occur.
• Keep employees and leaders appropriately informed and confirm closure.
• Accurately document interactions, actions, decisions, and outcomes in the HR case-management system.

Support Service Improvement

• Identify recurring questions, service gaps, and process pain points based on employee and leader interactions.
• Share observations and improvement opportunities with team leaders and appropriate HR partners.
• Support updates to knowledge resources, standard responses, workflows, and service practices.
• Contribute to team projects and process-improvement activities within assigned areas.
• Apply feedback, coaching, and lessons learned to strengthen service quality and consistency.

Qualifications Required

• Bachelor's degree in Human Resources, Business Administration, Organizational Development, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of 3-5 years of relevant HR experience, including HR service delivery, HR generalist support, employee relations support, HR operations, HR consulting, or a related role.
• Working knowledge of HR policies, programs, processes, and employment practices.
• Demonstrated ability to resolve routine to moderately complex HR questions using established policies, resources, and escalation pathways.
• Strong relationship-building, customer service, problem-solving, and follow through skills.
• Ability to exercise sound judgment and recognize when escalation or specialized expertise is required.
• Strong written and verbal communication skills, including the ability to make HR information clear and actionable.
• Demonstrated discretion when handling confidential and sensitive information.
• Strong organization, prioritization, case-management, and documentation skills.
• Ability to work effectively in a large, complex, and matrixed organization.
• Proficiency with HR technology, case-management platforms, knowledge management tools, and standard business applications.
• Ability to work effectively in a large, complex, and matrixed organization.

Preferred Experience

• Experience supporting a large, complex, highly regulated, or geographically dispersed organization.
• Experience across multiple HR programs or service areas.
• Experience in healthcare or another complex workforce environment.
• Working knowledge of applicable employment laws and HR compliance requirements.
• Experience with Workday, ServiceNow, or a comparable HR case-management platform.
• PHR, SPHR, SHRM-CP, SHRM-SCP, or comparable HR certification.

The anticipated hiring range for this role is $90,000 - $120,000, with the actual salary offered determined based on the candidate’s experience, skills, and qualifications.

Additional Job Details (if applicable)

• Remote Type: Remote Work
• Location: 399 Revolution Drive
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)
• Pay Range: $63,648.00 - $92,570.40/Annual
• Grade: 6

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement: 0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on apply.j-vers.com.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.