HRSS Representative - HR Hub
Houston Methodist, Miami, FL, United States
At Houston Methodist, the Human Resources Shared Services (HRSS) representative will provide Tier 1 support to Houston Methodist employees who have inquiries in matters such as Human Resources, absence, benefits, payroll, and compensation. This role ensures a high standard of customer service in alignment with our ICARE values, utilizing the ERP system to respond to Case Management requests, emails, phone calls, and chat inquiries. Additionally, the HR Shared Services Representative position is also responsible for special and ad hoc projects for designated benefits programs as assigned.
FLSA STATUS Non-exempt
QUALIFICATIONS EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
Bachelor’s degree preferred
EXPERIENCE
Two years of experience in a call center or customer service environment
Experience with Human Resources, Benefits, or payroll preferred
Bachelor’s degree satisfies experience requirement
SKILLS AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to communicate at all levels of the organization through multiple channels effectively with a customer service focus and application of positive language principles
Strong verbal and written communication and interpersonal skills
Outstanding customer service and teamwork skills including active listening skills
Ability to work independently and make decisions within scope of role
Time management skills, ability to multi-task and work in a fast paced environment
Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalities
Working knowledge of ERP system and proficiency in Microsoft Office suite
Knowledge of Human Resources, Absence, Benefits, Payroll and Compensation preferred
Ability to work effectively and efficiently in a remote environment Demonstrates attention to detail and accuracy
Handles multiple priorities, thinks tactically and strategically, demonstrates objectivity, and is results-oriented, and shows initiative and creativity
ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS
Performs job duties in line with established service level agreement (SLA). Responds to inquiries professionally, courteously, accurately and with empathy, both verbally and in writing. Assists employees navigating through our Employee Resource System (ERP) and related vendor systems and other HR systems.
Conducts self in a manner that fosters and contributes to a positive team environment. Contributes to improvement of department engagement scores.
Provides Tier 1 support to inquiries in matters such as Human Resources, absence, benefits, payroll, and compensation. Utilizing the ERP system to respond to Case Management requests, emails, phone calls, and chat inquiries.
SERVICE ESSENTIAL FUNCTIONS
Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding Human Resources, Absence, Payroll, and Compensation.
Ensures that proper instructions, and associated documentation are provided. In some situations, serves as the initial point of contact for case management issues.
Actively participates in organizational events as needed.
Interprets policies, resolves complaints and provides education regarding the resources and services available to employees.
Participates in special and ad hoc projects for designated programs as assigned and processes system data changes as needed upon request.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Stays up-to-date on benefit changes and updates to ensure accuracy in information dissemination.
Actively participates in organizing the workflow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.
FINANCE ESSENTIAL FUNCTIONS
Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.
Uses resources efficiently; does not waste supplies.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high-quality, cost-effective programs to address the benefit needs of our employees.
Assists in the evaluation of internal processes and makes recommendations for cost savings.
Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).
SUPPLEMENTAL REQUIREMENTS WORK ATTIRE
Uniform: No
Scrubs: No
Business professional: Yes
Other (department approved): No
ON-CALL* *Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
On Call* Yes
TRAVEL Travel specifications may vary by department
May require travel within the Houston Metropolitan area No
May require travel outside Houston Metropolitan area No
QUALIFICATIONS EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
Bachelor’s degree preferred
EXPERIENCE
Two years of experience in a call center or customer service environment
Experience with Human Resources, Benefits, or payroll preferred
Bachelor’s degree satisfies experience requirement
Houston Methodist is an Equal Opportunity Employer.
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FLSA STATUS Non-exempt
QUALIFICATIONS EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
Bachelor’s degree preferred
EXPERIENCE
Two years of experience in a call center or customer service environment
Experience with Human Resources, Benefits, or payroll preferred
Bachelor’s degree satisfies experience requirement
SKILLS AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to communicate at all levels of the organization through multiple channels effectively with a customer service focus and application of positive language principles
Strong verbal and written communication and interpersonal skills
Outstanding customer service and teamwork skills including active listening skills
Ability to work independently and make decisions within scope of role
Time management skills, ability to multi-task and work in a fast paced environment
Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalities
Working knowledge of ERP system and proficiency in Microsoft Office suite
Knowledge of Human Resources, Absence, Benefits, Payroll and Compensation preferred
Ability to work effectively and efficiently in a remote environment Demonstrates attention to detail and accuracy
Handles multiple priorities, thinks tactically and strategically, demonstrates objectivity, and is results-oriented, and shows initiative and creativity
ESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONS
Performs job duties in line with established service level agreement (SLA). Responds to inquiries professionally, courteously, accurately and with empathy, both verbally and in writing. Assists employees navigating through our Employee Resource System (ERP) and related vendor systems and other HR systems.
Conducts self in a manner that fosters and contributes to a positive team environment. Contributes to improvement of department engagement scores.
Provides Tier 1 support to inquiries in matters such as Human Resources, absence, benefits, payroll, and compensation. Utilizing the ERP system to respond to Case Management requests, emails, phone calls, and chat inquiries.
SERVICE ESSENTIAL FUNCTIONS
Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding Human Resources, Absence, Payroll, and Compensation.
Ensures that proper instructions, and associated documentation are provided. In some situations, serves as the initial point of contact for case management issues.
Actively participates in organizational events as needed.
Interprets policies, resolves complaints and provides education regarding the resources and services available to employees.
Participates in special and ad hoc projects for designated programs as assigned and processes system data changes as needed upon request.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Stays up-to-date on benefit changes and updates to ensure accuracy in information dissemination.
Actively participates in organizing the workflow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.
FINANCE ESSENTIAL FUNCTIONS
Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.
Uses resources efficiently; does not waste supplies.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high-quality, cost-effective programs to address the benefit needs of our employees.
Assists in the evaluation of internal processes and makes recommendations for cost savings.
Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).
SUPPLEMENTAL REQUIREMENTS WORK ATTIRE
Uniform: No
Scrubs: No
Business professional: Yes
Other (department approved): No
ON-CALL* *Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
On Call* Yes
TRAVEL Travel specifications may vary by department
May require travel within the Houston Metropolitan area No
May require travel outside Houston Metropolitan area No
QUALIFICATIONS EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
Bachelor’s degree preferred
EXPERIENCE
Two years of experience in a call center or customer service environment
Experience with Human Resources, Benefits, or payroll preferred
Bachelor’s degree satisfies experience requirement
Houston Methodist is an Equal Opportunity Employer.
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