Department:

14200 Enterprise Corporate - People & Culture Shared Services

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

This is a remote position. Start time will be 8:00am EST/CST - 4:30 ESt/CST

Pay Range

$24.85 - $37.30

Be the first point of contact, taking calls and working cases submitted by our employees and leaders. This is a fast-paced environment, where you will be navigating systems, multitasking, problem solving and providing top-notch customer service to support our People and Culture.

*Please review requirements and apply if you meet them*

Education Required:

Associate Degree or higher.
 

Experience Required:

2 years experience in HR

5 years experience in Customer Service (call center for example)

​Knowledge, Skills & Abilities for Success:

Passionate about service and delivering exceptional experiences. Demonstrates patience, active listening, and a solutions-oriented attitude.​ 

Resolves routine issues confidently and escalates when appropriate.​ 

Explains processes simply and keeps teammates informed.​ 

Ability to identify the root cause of a problem and recognize gaps to bring resolution.  

Consistently achieves performance metrics and ensures case quality. 

Ability to identify and /implement process improvement opportunities 

Achieves high teammate satisfaction and service quality scores.   

Demonstrates knowledge and understanding of Human Resources functions to support COE and overall HR Teams.  

Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools. 

Detailed oriented with ability to effectively work well with others in a fast-paced environment and with colleagues. 

Major Responsibilities:

Driven by a passion for service and delivering exceptional customer experiences.  Consistently demonstrates patience, active listening, and a solutions-focused approach to address needs effectively. 

Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries which contributes to the timeliness of resolution. 

Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources. 

Responsible for resolving issues upon first contact and escalating more complex matters as needed. 

Documents incoming calls using a case management tool to resolve issues within identified service level agreements. 

Proactively escalates issues to People Operations Specialist and COE teams and HRIS team on the customer's behalf to ensure the service levels are met. 

Confidently resolves routine issues with efficiency and sound judgement, while recognizing when to escalate more complex situations to ensure timely and effective solutions.  

Consistently achieves performance metrics and upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls. 

Effectively explains processes in a simple, understandable manner and ensures teammates stay informed through consistent and collaborative communication.   

Adheres closely to established procedures while maintaining a strong focus on accuracy and quality to ensure thorough and consistent case handling.   

Achieves high teammate satisfaction and service quality scores 

Offer guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional. 

Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience whether physicians, leaders, or colleagues -ensuring clarity and professionalism.   

Driving impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset.  

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position.  Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or trainingPremium pay such as shift, on call, and more based on a teammate's jobIncentive pay for select positionsOpportunity for annual increases based on performance

Benefits and more

Paid Time Off programsHealth and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term DisabilityFlexible Spending Accounts for eligible health care and dependent care expensesFamily benefits such as adoption assistance and paid parental leaveDefined contribution retirement plans with employer match and other financial wellness programsEducational Assistance Program

About Advocate Health 

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.