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Check with seller HR Team Member Service Center Rep Minneapolis

Published date: April 3, 2022
  • Location: Minneapolis, Minnesota, United States

Requisition Number: 500499

About North Memorial Health

At North Memorial Health, you're part of an inclusive health family that is rooted in our values of relationships, inventiveness, and accountability. Empathy and care are at the heart of North's culture which is designed to actively support each team member's wellbeing and growth. Our strength lies in our diversity, and we embrace the unique contributions and experiences of each person. Together, we empower customers to achieve their best health.

About this position

Serve as an ambassador for HR by responding to requests by phone, email, Service Now tickets, or as directed by others in a call center environment. Deliver consistent unmatched customer service by providing accurate, effective ,efficient and timely responses in a compassionate manner to inquiries from team members, candidates, contractors/vendors, retirees, dependents, beneficiaries, etc. regarding Human Resources policies, plans, programs, and procedures.

The Team Member Service Center supports questions, requests, and transactions related to: payroll, job and pay changes, benefits enrollments and changes, leaves of absence, short- and long-term disability and COBRA administration, life events, life insurance, retirement inquiries, employment verification, candidate updates, new hire processing, performance reviews, etc.
This team provides general office support for the HR department that may include but not be limited to distributing incoming mail, performing department mailings, filing, copying, scanning, transaction processing, data entry, ordering office supplies or other projects.

What we’ll expect from you

  • Partner with Human Resources specialists as needed to process team member job, pay, benefit, or leave of absence transactions. Provide end-user support for managers or team members interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. Guide team members and customers in the effective use of self-service to submit inquiries, update personal data, manage separations, and research Human Resources policies and procedures. Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries. Highlight opportunities to address common inquiries through existing or new self-service functionalities. Identify opportunities to address common inquiries through improved knowledge management system content and improved case management methodologies
  • Provides HR phone support to answer incoming calls during normal business hours: answering calls, researching and resolving Tier 1 calls and escalating to Tier 2 subject matter experts where more advanced response required. Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests, streamlining service delivery, and identifying next steps.
  • Replies to incoming inquiries and requests utilizing common mailboxes, ServiceNow tickets, and other centralized systems. Quickly assesses the level of complexity of cases and provide resolution, research and resolve or facilitate escalation to the lead, Tier 2 subject matter experts as needed.
  • Processes HR transactions in a variety of HR systems that may include entry in MyHR, PageUp, etc. related to new hires, job changes, performance reivews, leave requests, etc.
  • Performs a variety of office support duties for the HR department that may include maintaining or retrieving on-line or paper files, mail (incoming or external mailings), data entry, new hire file creation, orientation folder preparation or ordering supplies, and assists with reconciliations and audits
  • Serves as resource to support special projects that may include area of specialty such as payroll, benefits, leave administration, talent acquisiton, performance management, compensation, and/or compliance.
Compliance
  • Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures. Follow all Team Member Service Center policies, processes, and guidelines.
  • Recognizes and complies with legal regulatory, accrediting and procedural requirements related to the area of responsibility.
  • Understands and follows principles and standards as outlined in the organization’s Code of Conduct.
  • Protects patient/employee privacy and only accesses patient/employee related information as needed to perform job duties.
  • Reports violations or areas of concern to supervisor or Compliance Officer via established methods of communication.
Interested? Here are our requirements
Education

  • High School diploma or equivalent (GED) required.
  • Bachelor’s degree in Human Resources or related field preferred
Experience, Knowledge, Skills, Abilities

  • 2 years of experience in customer service
  • Entry level knowledge of general Human Resources transactions preferred.
  • Working knowledge of Human Resources Service center operations
  • Strong customer service orientation
  • Strong communication and listening skills to be able to deliver unmatched customer service with respect to customer diversity
  • Ability to deal effectively with dissatisfied customers with patience, professionalism, and compassion
  • Ability to maintain confidentiality
  • General computer knowledge, including MS Excel, Word, and Outlook
  • Ability to work independently and handle multiple of tasks simultaneously
  • Ability to adapt to changing priorities/workflow
  • Ability to work effectively within a team performing similar work
  • Strong organizational and time management skills
  • Willingness and ability to take work direction from multiple leaders
  • Ability to work under pressure and with deadlines
  • Ability to maintain a thorough knowledge of the organization's Human Resources programs and policies
  • Ability to follow strict policy guidelines and follow standard operating procedures and scripts
  • Ability to deal with ambiguity and change and multiple customer requests in a timely manner
  • Flexibility to accommodate staff scheduling changes
  • Strong attention to detail (particularly with entering data).
  • Proficient 10 key and data entry skills
Licensure/Certification(s) Mandatory

Licensure/Certification(s) Mandatory where Applicable

Licensure/Certification(s) Preferred

Hours per two week pay period: 80

FTE: 1.0

Shift: Days 8 hours

Weekend Requirement: Weekends as Needed

Work Group: Non Contract

Call Requirement: None

Remote or On-site: On-site

FLSA Status: Non-Exempt

Benefits: Yes

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