Employment Type:

Full time

Shift:

Day Shift

Description:

Position allows for work from home/remote opportunity.

Position works the 9am to 5:30pm shift Monday-Friday EST.

Compensation is $23.00 per hour + range commensurate with education and experience.

This is a position in the HR Shared Services Center

Works in the HR Shared Services environment and manages escalated colleague issues and complex inquiries. Provides support via incoming calls, live chat and colleague portal as needed. Provides consultation and guidance in the interpretation and application of policies and procedures for managers and colleagues and acts to minimize Company risk in all situations. Markets Department services and provides world class customer service. Responsible for monthly audits and reports of colleague HR Administrative data and assist with various projects.

1. Knows, understands, incorporates, and demonstrates the mission, vision, and values of Trinity Health in leadership, behaviors, practices, and decisions.

2. Works under direction of Contact Center Manager to ensure HR service delivery is consistently high-quality, and collaborates with all functional areas within the HRSC, Total Rewards Benefits and Well-Being, and Payroll Departments. Serves as back-up for HR Service Center Representative to support phone queues.

3. Assists with training during implementation of new processes, procedures, and policies and supports the process of RHM implementation in a shared service center environment. Ensures all processes and procedures are fully documented and updated for access in the shared knowledge bases.

4. Responsible for 1st level support for all case escalations from HR Rep I. Provides support for questions from the HR Rep I team.

5. May serve as a representative for the Department on cross functional project teams and actively markets Department services to RHM's and managers.

6. Assists with gathering quality analytics and metrics from Contact Center cases and assembles relevant data in a management presentation format for team quality reporting.

7. Responsible for case management of all inquiries from RHM's not currently supported by the HRSC, and provides direction to resolve inquires in a timely manner.

8. Participates in projects for supported RHM's to include coordination and documentation of Plus One approvals, SSN and Eligible Dependent Verifications and Annual Enrollment.

9. Assists with development of sustainable, efficient, and effective processes for the RHM's supported by the Department within the guaranteed service level agreements. Reviews HR Rep I cases open longer than 72-hours for trends and opportunities to be included in HRSC Service Delivery reporting.

10. Builds and maintains collaborative relationships with RHM staff, Payroll, HR Operations, and vendors to facilitate efficient management of escalated assignments.

Maintains strong attention to detail while focusing on customer excellence.

11. Utilizes the case management technology to accurately log case issues and notes for cases assigned under stringent Legal Department requirements.

12. Adheres to established regulations and ensures compliance for, processes, procedures, plans and systems.

13. Maintains confidentiality of department and colleague information according to established practice within HIPAA and NPPI guidelines.

14. Maintains a working level knowledge of applicable Federal, State and local laws and regulations, Trinity Health’s Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran