HR Service Center Specialist I

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

The HR Service Center Specialist I serves as the first point of contact for HR inquiries (via phone, email, and chat) and daily processing of Associates' human resources related transactions. Accountable for ensuring that processes and transactions are processed in an efficient, accurate and timely manner, supports Associates on a variety of Human Resources programs (benefits, payroll, leave etc.), and provides counsel and direction to useful resources as appropriate on general low to moderate complexity inquiries. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
The HR Service Center Specialist I serves as the first point of contact for HR inquiries (via phone, email, and chat) and daily processing of Associates' human resources related transactions. Accountable for ensuring that processes and transactions are processed in an efficient, accurate and timely manner, supports Associates on a variety of Human Resources programs (benefits, payroll, leave etc.), and provides counsel and direction to useful resources as appropriate on general low to moderate complexity inquiries. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Acts as first point of contact for frequently asked questions from Associates relative to standard policies, benefits PTO, payroll, time and attendance and leave of absence.
• Triages first contact with Associates with Tier 1 inquiries and ensures proper escalation of more complex inquiries to the appropriate Tier 2 or Tier 3 support.
• Communicates and interprets HR, Payroll, and Time & Attendance policies and procedures and inquiries of low to moderate complexity by phone, email, and chat.
• Inputs data in HR systems as appropriate ensuring accuracy and data integrity. Uses case management tools to accurately capture, track, and follow-up on inquiries.
• Meets all service level agreements such as first call resolution, average answer speed, call quality and provides regular updates to facility HR teams.
• Processes daily HR transactions including benefit changes due to life events, submission of payroll corrections and others.
• Provides follow up, status updates and drives full case resolution, meeting case management goals and metrics.
• Guides Associates to additional resources, including documented information, reference materials and self-service tools as necessary.
• Responds to initial leave of absence inquiries while adhering to service levels and documents, triages inquiries/requests, and escalates to Tier 2, as appropriate.
• Keeps abreast of changes to policies, procedures, and knowledge base responses.
• Performs other job functions as assigned or requested

Education/Formal Training Requirements

• High School Diploma or Equivalent
• Bachelor's Degree Human Resources
• Bachelor's Degree Business Administration/Management

Work Experience Requirements

• Call center
• 1-3 years Customer service
• 1-3 years Human Resources

Licenses and Certifications Requirements

• Certified in Healthcare Human Resources American Society for Healthcare Human Resources Administration
• Senior Professional Human Resources Certification HR Certification Institute (HRCI)
• SHRM Certified Professional (SHRM-CP) Society for Human Resource Management (SHRM)
• Professional Human Resources Certification HR Certification Institute (HRCI)
• SHRM Certified Professional (SHRM-SCP) Society for Human Resource Management (SHRM)
• Certified Benefits Professional (CBP) WorldatWork
• Certified Disability Management Specialist Commission for Case Manager Certification

Knowledge, Skills and Abilities

• Possesses and applies general understanding and knowledge of broad human resources, payroll, benefits, leave administration, disability and accommodation practices and processes in order to manage low complexity tasks.
• Strong customer service skills and ability to communicate (written and verbal) with all levels of the organization, both internal and external.
• Ability to be flexible, adaptable and dependable in a constantly changing, fast-paced environment.
• Ability to multi-task using several Windows applications at once while assisting an Associate on the phone or using chat.
• Takes ownership for creating an exceptional Associate experience.
• Anticipates problems (and escalates when appropriate), demonstrates strong prioritization and organization skills, analytical, detailed, and acts to complete tasks accurately and on time.
• Self-motivated, proactive and capable of working on own initiative with limited supervision
• Proven ability to perform with a high degree of accuracy and with highly confidential data.
• Demonstrates critical thinking skills while providing guidance on a case
• Experience with enterprise HR Systems (Oracle, PeopleSoft, SAP, Workday, etc.) or strong desire to learn
• Experience with case management system/service center technology preferred

Supervision Provided by this Position

• There are no supervisory or lead responsibilities assigned to this job

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.