About this role
SUMMARY
Accessible to associates, managers and executive leaders as a central escalation point for managing response and resolution for all Human Resources (HR) service issues occurring at the market level; collaborates with HR functional, system and operational leaders to identify root cause and resolution pathway to prevent recurrence of issues; effectively communicates status and response for escalated service issues to market associates and leaders.
ESSENTIAL JOB FUNCTIONS
- Receive and respond to communications from associates expressing dissatisfaction with HR services; listen empathetically; gather sufficient information from the associate to investigate the nature and seriousness of each complaint; provide timeline for follow up
- Develop and maintain a good working relationship with market managers to facilitate the resolution of associate issues/concerns
- Develop and maintain good working relationships with HR operational and COE leaders to expedite resolution of issues and identify root cause when necessary
- Convene as required resolution response teams, build execution plans and track progress toward completion
- Propose solutions to problems/inquiries from associates by maintaining a thorough understanding of company policies, procedures, products, services and operations and accurately collecting relevant information through all sources
- Provide status updates on HR service metrics and service issues to market executive teams
- Exhaust all efforts to prevent further escalations to management
- Round to continuously improve utilization of HR service channels and tools, and provide training where gaps exist
QUALIFICATIONS
Education
- Bachelors in relevant field (Business Administration; Healthcare; etc) (Required)
- Masters (Preferred)
Licensure/Certifications
- Professional HR Certification (PHR / SPHR / SHRM-CP / SHRM_SCP) (Preferred)
Experience
- Minimum of 5 years customer service experience in HR-related discipline (Required )
- Executive level communication experience, healthcare experience, Workday, Service Now experience preferred (Preferred)
Skills
- Active listening
- Persuasion
- Persistence
- Communication
- Problem Solving
- Critical thinking
- Organization
- Conflict Resolution
- Detail Oriented
- Time Management
WORKING CONDITIONS
- Onsite - Required to work at a BSMH location Associates are on-site every day. 100% of time on-site.
- Periods of high stress and fluctuating workloads may occur.
- General office environment.
- May be exposed to physical altercations and verbal abuse.
- Required to car travel to off-site locations, occasionally in adverse weather conditions.
- Prolonged periods of working alone.
- May have periods of constant interruptions.
As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
- Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
- Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
- Tuition assistance, professional development and continuing education support
Benefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected]