Under general supervision, relies on advanced experience and judgement to provide accurate and prompt responses to a wide range of complex Human Resources related employee inquiries. Serves as a senior level support customer service professional and voice of HR when a case requires escalation

1. Responds to complicated and/or escalated inquiries from employees, retirees, managers, and other stakeholders regarding HR programs including but not limited to: benefit plans, payroll deductions, eligibility, enrollment, life events, leave administration, compensation, and HR policies and procedures.
2. Relies on advanced experience and judgement to work with employees to investigate, mediate, and resolve billing problems, claim form completion, and other issues or employee disputes with HR Program carriers.
3. Utilizing the DH case management system, opens a case for every inquiry, including those that can be resolved during the first call/e-mail, as well as inquiries that require substantive research for a response.
4. Monitors the case management system and follows up with appropriate agent to ensure cases are responded to and resolved in a timely manner to meet predetermined service level guidelines.
5. Performs advance data processing for benefits enrollment, status changes, compensation, and address changes. Ensures accuracy in processing and responds within service level guidelines.
6. Provides education, information, and enrollment assistance to new hires and newly-eligible employees and participates in the open enrollment processes.
7. Counsels new and existing employees seeking information and expert guidance concerning any absence and leave benefits, eligibility, and available options. Advises them concerning policies, procedures, and applicable legislation
8. Functions as liaison between the vendor, employee and manager to advice on specific employee situations, answering questions pertaining to a wider range of intricate benefit programs, including but not limited to, short-and long-term absence and leave programs, eligibility, extensions, and return-to-work.
9. Collaborates with COEs (SMEs) and key stakeholders to remain current on all HR Programs in order to develop and verify the accuracy of knowledge base content to support the work of the HRSC Service Center reps.
10. Collaborates with advanced teams to complete gap analysis of current processes and procedures to identify and implement process improvement opportunities.
11. Supports technical updates to the case management platform, including functionality testing post-update.
12. Assists in onboarding and training of new HRSC Reps.
13. Performs other duties as required or assigned

• Bachelor’s degree in Human Resources or related field with 3 years of experience in an HR Call Center required. Additional years of experience may be substituted for educational requirement. Extensive knowledge of general HR programs required.



• Extensive knowledge and proficiency in customer service required.



• Extensive Knowledge of absence and leave programs required.



• Extensive knowledge of the Clinic and Hospital Defined Benefit and Defined Contribution plans required.



• Prior ServiceNow experience preferred



• Prior PeopleSoft experience preferred.



• Strong interpersonal communication and organizational skills required.



• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook required.



• Must be able to function as a team member, and take initiative to prioritize work and meet deadlines.



• Proven ability to handle confidential and sensitive information with a high degree of discretion and propriety at all times

• None