HR Support Center Representative 1, Remote

HR Support Center Representative 1, Remote

• Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines
• Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high quality services that meet or exceed customer expectations
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager, customer service specialists or tier two for resolution as appropriate
• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need and assist in the resolution of concerns
• Fully document all cases in case management application, establish / update processes as necessary
• Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels met
• Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality
• Assist and encourage users to make effective use of self-service options, empower them to solve inquiries
• Educate and inform customers of the full range of shared service support available to them
• Ensure compliance with Partners’ policies and procedures
• Work to continuously improve and be adaptable to changes as they occur
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences
• Use/s the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
• Other duties as assigned

Qualifications

• Bachelor’s degree or relevant professional experience
• A combination of education and experience may be substituted for requirements
• Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case / knowledge management preferred

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.