Senior Human Resources Service Center Representative

Senior Human Resources Service Center Representative

Hutchinson Health is seeking a Senior Human Resources Service Center Representative. The HR Service Center (HRSC) is the main point of contact for colleagues seeking HR assistance. Senior HRSC Representatives provide prompt, accurate information and deliver excellent customer service to our colleagues. Key responsibilities include answering calls, emails, and tickets, as well as updating and maintaining employee records. This role will also assist with onboarding and answering questions from the HRSC representatives. The HRSC team focuses on efficiency, high standards of security and confidentiality, and empowering representatives to take ownership of their work while supporting continuous improvement and professional growth.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination: Associates/Bachelor's degree in Human Resources or a related field or an equivalent combination of education and/or experience
• One year of experience that equipped the candidate with a detailed knowledge of standard HR products, services and policies/procedures.
• Three years of work experience in customer service

Knowledge, Skills, and Abilities:

• Ability to comfortably and professionally interact with customers on the phone, in writing, and in person while experiencing multiple interruptions.
• Ability to apply customer service approaches and a consistent service orientation to varying situations and personalities, including difficult customers, with a high degree of effectiveness and calmness.
• Ability to work independently and handle confidential information.
• Ability to prioritize workload and multi-task in a fast-paced environment.
• Strong problem-solving skills and a high level of accuracy and attention to detail.
• Strong oral and written communication skills.
• Highly organized and detail oriented.
• Exceptional listening skills.
• Experience with personal computer and Microsoft Office products including Outlook, Word, and Excel.

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination: Experience in working with supervisors/managers on the phone, preferably in handling a high volume of telephone calls in a call center environment.
• Experience in a union environment
• Licensure/ Registration/ Certification: PHR or SPHR
• Knowledge, Skills, and Abilities: 1-2 years' experience with a human resource database system.

ESSENTIAL DUTIES:

1. (55%) Provide superior customer service to our colleagues and maintain utmost confidentiality, professionalism, positive attitude, and integrity in all interactions:

• Accurately answer questions from employees including leaders (via telephone, e-mail or service request, or in-person) in all areas of Human Resources including: Benefits, Compensation, Tuition Reimbursement, Health and Safety, Labor Relations and Compliance, Organization Citizenship, Organization Effectiveness, Reward and Recognition, and Workforce Staffing, Policies, and document all contacts according to department standards. Refer inquiries that the Service Center is not equipped to handle to the appropriate Center of Excellence through the established referral protocol. In the absence of the HR Service Center Representative, assists in greeting customers to HR Service Center in a timely and professional manner.
• Assist customers in obtaining HealthPartners policies and procedures and Human Resources resource tools and, using these resources, provide assistance to resolve specific questions or problems.
• Investigate and resolve customer's concerns regarding any service provided by or through HealthPartners Human Resources including, but not limited to compensation discrepancies, benefits eligibility, etc. This may involve working with other Centers of Excellence. Document the employee concerns according to department procedures.
• Coordinate issue or problem resolution with other internal departments (such as Payroll) on behalf of the management employee, if applicable.
• Act as subject matter and processing experts in all administrative programs used to maintain electronic HR systems.
• Assist other Service Center team members in handling technically difficult interactions by providing subject matter direction and support with appropriate responses.
• Meet specific department goals related to quality, quantity, and documentation of contacts with customers.
• Proactively provide input and feedback on process improvement for all areas of HR Service Center scope. Provide feedback and information to Centers of Excellence concerning product enhancements and improvements.

• (40%) Perform data entry transactions and follow applicable processes tied to these transactions as defined by individual duties assigned:

• Maintain colleague records in the ERP system including assignment changes, leader changes, terminations, absence plans, audits, etc.
• Ongoing I9 support for active colleagues and system maintenance for terminating colleagues.
• Provide ongoing support of performance review process.
• Assist with annual benefit enrollment.
• Maintain HR Employee electronic files through scanning paper documents or taking electronic forms and communications and scanning/uploading them into the appropriate files.
• Ensure licensure compliance by completing monthly licensure verification procedures as outlined by the policy.
• Administers requests for personnel files and other confidential information as appropriate.

• (5%) Perform other duties as assigned.

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.