• Job Description

  Req#: R202846

  Thank you for considering a career at Bon Secours Mercy Health!

  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 associate relation consultations and/or concerns that may require a workplace investigation, benefit and compensation inquiries, time and labor management, wellness programs, HR application navigation, talent acquisition, retirement, etc. Independently researches and analyzes cases to provide timely and accurate solutions to a variety of Human Resource questions. Requests facts and details on associate relation matters and escalates when necessary to the appropriate HR Center of Excellence. Works closely with cross functional areas to assist in case resolution and streamlining of human resource processes. 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 and complex HR needs by referencing standard scripts, quick reference guides, the HR Knowledge Base, basic HR knowledge and other point solution systems.

  • Handles Associate Relations and General HR inbound calls, emails, and portal cases to identify needs and appropriately escalate cases for investigation or advanced assistance. Captures critical information and key points by using exceptional active listening skills and asking appropriate probing questions.

    Thoroughly documents associate and manager inquiries, case notes and resolutions with accuracy in the case management system.

  • Effectively utilizes computer systems to capture the facts, research prior like-issues and resolutions, and pull data for risk assessments and trends.

  • 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 associates with difficult and complex issues by conveying a high level of empathy and helping to de-escalate the situation.

    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.

  • Supports Associate Relations Specialists with case management and bringing cases to resolution when needs arise. Effectively communicates those resolutions, through critical conversations, back to the associate or leadership as needed.

  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.

  Education

  Associate Degree (required)

  Bachelor’s Degree (preferred)

  Field of Study- Human Resources or equivalent accepted.

  Licensure/Certification

  Professional in Human Resources (PHR) (preferred)

  Minimum Years and Type of Experience

  2 years of Human Resources experience (required)

  Other Knowledge, Skills and Abilities

  • Excellent customer service, communications, and interpersonal skills.

  • Excellent listening skills and ability to probe based upon responses provided.

  • Excellent oral and written communication skills including the ability to organize and present information in a clear and concise way.

  • Ability to build rapport and communicate challenging information effectively.

  • Skilled at interviewing employees, witnesses, and supervisors to gather relevant case information, preparing detailed documentation and maintaining files in preparation for potential future claims.

  • Reasoning ability that includes strong problem solving and conflict resolution skills required.

  Bon Secours M ercy Health is an equal opportunity employer.

  Many of our opportunities reward* your hard work with:

  • Comprehensive, affordable medical, dental and vision plans
  • Prescription drug coverage
  • Flexible spending accounts
  • Life insurance w/AD&D
  • Employer contributions to retirement savings plan when eligible
  • Paid time off
  • Educational Assistance
  • And much more

  *Benefits offerings vary according to employment status

  S cheduled Weekly Hours:

  40

  Work Shift:

  Days (United States of America)

  Department:

  SS Human Resources - HR Services

  It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, a ll 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 Employer, 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 .

• About the company

  On September 1, 2018 Bon Secours Health System and Mercy Health combined to become the United States’ fifth largest Catholic health care ministry and one of the nation’s 20 largest health care systems. With 48 hospitals, thousands of providers, over 1,000 points of care and over 60,000 employees Bon Secours Mercy Health serves communities across seven states and Ireland.

Notice