Primary Function/General Purpose of Position

Serves as the first point-of-contact for Human Resource related inquiries from associates and leaders including, but not limited to policy clarifications, benefit and compensation inquiries, time and labor management, wellness programs, HR application navigation, talent acquisition / onboarding, retirement, etc. Independently researches and analyzes cases to provide timely and accurate solutions to a variety of Human Resource questions or escalates, when necessary, to the appropriate HR Center of Excellence. Adapts quickly in a constantly evolving healthcare environment to provide accurate information and resolve associate issues.

Essential Job Functions

• Provides accurate and consistent answers to associate inquiries through critical thinking and problem solving. Delivers associate and leadership solutions and guidance in basic HR needs by referencing standard scripts, quick reference guides, the HR Knowledge Base, basic HR knowledge and other point solution systems.
• Facilitates general HR inbound contacts (calls / web chats / portal cases) to identify root cause, perform necessary actions to resolve, and provide final resolution. Escalates cases for investigation or advanced assistance when needed.
• Thoroughly documents associate and manager inquiries, case notes and resolutions/actions with accuracy in the case management system.
• Achieves the desired percentage of first-call resolution and meets response time thresholds. Adheres to a set schedule, including breaks / lunches and is available for overtime as needed.
• Assists and reassures associates with difficult and urgent issues by conveying a high level of empathy, professionalism, and active listening.
• Recognizes and adheres to established service center practices, procedures and guidelines.
• Exceeds customer service expectations, consistently demonstrating the following competencies: Customer/Client Focus, Problem Solving Analysis, Time Management, Communication Proficiency, Teamwork, and Technical Capacity.
• Brings value to the ministry and team through superior service delivery and active participation in ministry and team development activities.
• Cultivates a deep understanding of ministry culture (beginnings, mission, vision, values), healthcare administration (where and who we serve), and the service delivery model for HR.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Employment Qualifications:

Required: High School Diploma

Preferred: 4 years Bachelor Degree; HR or related field

Some experience/knowledge of HR

• Benefits offerings vary according to 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 Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. 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 recruitment@mercy.com