Agent, Colleague Support, HRSS - Tier I Contact Center

Job Title

Provides administrative service, support, navigation & / or solutions, in accordance with level of experience, education & established policies & procedures. Performs clerical functions including customer service (all communication methods), data entry, maintenance & organization of records. Supports key customers (e.g., management, colleagues, patients, vendors) in exceeding their expectations. Demonstrates the ability to deliver personalized care & service unique to the key customer's expectations / needs.

** Remote position.

Essential Functions

Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

Provides administrative support services & engages in activities that enhance or improve coordination, preparation & flow of the department processes & core work. Plans & organizes workflow & prioritizing customer needs.

Develop, implement & maintain job-related records. Maintains procedural standards as appropriate for role.

Process Focus:

Utilizes multiple system applications for data collection & management.

Knows, understands & incorporates basic knowledge of Trinity Health policies, practices & processes to ensure quality, confidentiality & safety are prioritized. Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge.

Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient & / or customer experience.

Communication:

Employs effective & respectful written, verbal & nonverbal communications;

Develops an environment of mutual confidence & trust through collaborative relationships;

Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses & / or escalates organizational, operational & / or team conflicts.

Environment:

Performs work in a caring, collaborative & safe manner.

Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards. Accountable for continuous self-development & supporting the growth of others.

Self-monitors & initiates corrections & / or seeks assistance or guidance when needed.

Embraces new ideas & cultural differences.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

Delivering the Colleague Experience

• Deliver an exceptional colleague experience through high-quality, reverent, courteous, and empathetic service, reflecting our commitment to the ICARE values and ensuring colleagues feel genuinely valued and respected through phone interactions (Cisco system) and case management (Workday).

• Promote Tier 0 self-service by educating colleagues on available tools and resources.

• Accurately document all colleague interactions and resolutions in case management system, ensuring completeness, clarity and compliance with audit standards.

• Identify the root cause of colleague issues and maintain a solution-oriented mindset approach.

• Strive for first contact resolution wherever possible, while maintaining service level agreement (SLA) standards.

• Respond to HR inquiries related to benefits, payroll, leave administration, HRIS systems, and policy interpretation with accurate and complete information using knowledge of HRIS processes and understanding of downstream impact of transactions to benefits, pay and other areas.

• Serve as the primary resource for HR processes and systems within an assigned Pod (service team), maintaining up-to-date knowledge and documentation for supported ministries.

• Meet or exceed performance metrics, including quality scorecard ratings and phone availability standards.

• Demonstrate strong attention to detail and a commitment to customer excellence by building rapport and trust with colleagues.

• Efficiently use available resources to provide accurate and complete information to colleagues.

• Must be able to travel to the various Trinity Health sites 25% as needed.

Continuous Learning and Process Improvement

• Support HRIS transaction processing and assist with training and documentation of new or updated processes.

• Identify opportunities for process enhancements and contribute to the development and implementation of improvements.

• Contribute to documentation and training of new processes and support system enhancements.

• As proficiency increases, independently manage more complex cases, mentor peers, contribute to process improvements, contribute to continuous improvement efforts and support cross-Pod (service team) consistency and escalation resolution.

• Participate in special projects and organizational initiatives, including annual open enrollment, dependent verification, and compliance campaigns.

• Engage in ongoing learning and development to stay current with HR policies, systems, and best practices.

Minimum Qualifications

• Associate's degree or equivalent experience

• Minimum 1+ years of progressive experience in a high-volume contact center or customer service role

• Demonstrated proficiency in Workday, UKG, Cisco, or similar HRIS and Contact Center systems

Additional Qualifications (nice to have)

• Experience in HR Shared Services environment, benefits, payroll, leave administration, HRIS systems and talent acquisition

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

• HR Certification from an accredited certified body

Physical & Mental Requirements & Working Conditions (General Summary)

• Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. Occasional

• Exposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.). Occasional

• Exposure to or subject to noise, infectious waste, diseases & conditions. Occasional

• Exposure to interruptions, shifting priorities & stressful situations. Frequent

• Ability to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects. Frequent

• Ability to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise. Frequent

• Perform manual dexterity activities & / or grasping / handling. Frequent

• Ability to climb, kneel, crouch & / or operate foot controls. Occasional

• Use a computer / other technology. Frequent

• Sit with the ability to vary / adjust physical position or activity. Frequent

• Maintain a safe working environment & use available personal protective equipment (PPE). Continuous

• Comply with applicable Code of Conduct, policies, procedures & guidelines. Continuous

• Ability to provide assistance in the event of an emergency. Occasional

Direct Healthcare Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. Frequent

• Lift a maximum of 30 pounds unassisted. Occasional

• Use upper & lower extremities, engage in bending / stooping / reaching & pushing / pulling. Occasional

• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous

• Encounter worksites (e.g., patient homes) or travel to worksites that may have variable internal & external environmental conditions. Continuous

• Perform work that involves physical efforts (e.g., transporting, moving, positioning & / or ambulating patients). Occasional

Indirect Healthcare / Support Services