About this role
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
All the benefits and perks you need for you and your family:
• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits
Schedule: Full time Shift: Day (United States of America) Address: 893 HOPE WAY City: ALTAMONTE SPRINGS State: Florida Postal Code: 32714 Job Description:
• Serves as a subject matter expert and point of escalation for HR Representatives for complex issues and unresolved questions. • Assists employees and managers in resolving questions and issues escalated via inbound chat messages. • Liaises with HR SS teams to collaborate on unique scenarios and identify solutions for escalated issues. • Evaluates case data and audits knowledge article usage for accuracy, training needs, and SOP updates. • Participates in the evaluation of existing processes and recommends new approaches to improve departmental efficiency and services. • Evaluates call and case data to identify areas for process and resource improvement. • Completes special assignments and projects as assigned. • Serves as call support during peaks in call volumes (approximately 25% of time). • Supports and demonstrates customer service expectations and relevant performance metrics. • Demonstrates ownership and positive influence over self and team engagement. • Applies documented procedures, policies, and practices to accurately research and respond to calls/cases received. • Utilizes sound judgment to make appropriate determinations on resolutions needed. • Maintains and follows up on after hours voicemail messages. Assist leaders with case assignments. • Holds refresher training or assists with new hire training as needed. • Performs other duties as assigned. Knowledge, Skills, and Abilities: • Ability to identify gaps in resources/processes and define recommendation for resolution [Required] • Ability to partner and collaborate with peers to provide guidance and direction [Required] • Web navigational & computer skills required [Required] • Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) [Required] • Ability to work in a fast-paced environment and easily adapt to fluctuating workloads and customer needs [Required] • Knowledge and understanding of functional area of support, including common state and federal regulations [Required] • Ability to research and analyze information and make sound decisions [Required] • Skilled in understanding and applying applicable rules, regulations, policies, and procedures [Required] • Superior written and verbal communication skills [Required] • Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints [Required] • Ability to collaborate and work with a diverse group of people to meet goals and objectives [Required] • Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines [Required] • Ability to type 50 or more words per minute with excellent spelling, punctuation, and grammar [Required] • Knowledge of Human Capital Management and/or Customer Relationship Management software [Preferred] • Human Capital Management (HCM) and Customer Relations Management (CRM) experience, specifically Workday [Preferred] • Experience in a shared services model supporting a large employer [Preferred]
Education: • Associate [Required] • Bachelor's [Preferred]
Field of Study: • in relevant field
Work Experience: • 2+ years of experience in a contact center or human resources team environment, with a role focusing in at least one of the following areas: human resources generalist, payroll, benefits, compensation, time & attendance [Required] • 4+ years relevant experience [Preferred]
Additional Information: • In lieu of degree, two years relevant experience may be substituted
Licenses and Certifications: • Professional in Human Resources (PHR) [Preferred] • SHRM Certified Professional (SHRM-CP) [Preferred]
Physical Requirements: (Please click the link below to view work requirements) Physical Requirements - https://tinyurl.com/23km2677
Pay Range:
$39,975.50 - $74,354.40 Background Screening Requirement (Florida Law)
Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.
Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.