• Job Description

  Req#: R76376

  Department:

  10605 Advocate Aurora Health Corporate - HR: Shared Service Center

  Status:

  Full time

  Benefits Eligible:

  Yes

  Hou rs Per Week:

  40

  Schedule Details/Additional Information:

  Position On-site

  Major Responsibilities:

  • Responsible for Office Duties which includes File Room work as well.
  • Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
  • Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
  • Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
  • Proactively escalates issues to Tier II and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
  • Upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.
  • Performs administrative, transactional and data/records management activities in support of Human Resources.
  • Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
  • Stays abreast of changes to policies and practices in order to contribute to the timeliness of resolution.

  
  Licensure, Registration, and/or Certification Required:

  • None Required.

  
  Education Required:

  • Associate's Degree (or equivalent knowledge) in.

  
  Experience Required:

  • Typically requires 2 years of experience in human resources or 5 years in customer service.

  
  Knowledge, Skills & Abilities Required:

  • Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
  • Active listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
  • Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
  • Critical thinking and multi-tasking in a high-volume environment.
  • High sense of urgency for meeting commitments and completing assignments.
  • Demonstrated knowledge and understanding of Human Resources functions within an organization
  • Ability to consistently deliver high quality customer service in a professional manner.
  • Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
  • Detailed oriented with ability to function well in stressful situations.

  
  Physical Requirements and Working Conditions:

  • This position requires travel so will be exposed to road, weather and travel hazards.
  • Operates all equipment necessary to perform the job.
  • Exposed to normal office environment.

  
  This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

  Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties.

• About the company

  Advocate Aurora Health is a non-profit health care system with dual headquarters located in Milwaukee, Wisconsin

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