Thank you for considering a career at Mercy Health
SUMMARY
- Accessible to associates, managers and executive leaders as a central escalation point for managing response and resolution for all Human Resources (HR) service issues occurring at the market level;
- collaborates with HR functional, system and operational leaders to identify root cause and resolution pathway to prevent recurrence of issues;
effectively communicates status and response for escalated service issues to market associates and leaders.
ESSENTIAL JOB FUNCTIONS
Receive and respond to communications from associates expressing dissatisfaction with HR services; listen empathetically;
gather sufficient information from the associate to investigate the nature and seriousness of each complaint; provide timeline for follow up
Develop and maintain a good working relationship with market managers to facilitate the resolution of associate issues / concerns
Develop and maintain good working relationships with HR operational and COE leaders to expedite resolution of issues and identify root cause when necessary
Convene as required resolution response teams, build execution plans and track progress toward completion
Propose solutions to problems / inquiries from associates by maintaining a thorough understanding of company policies, procedures, products, services and operations and accurately collecting relevant information through all sources
Provide status updates on HR service metrics and service issues to market executive teams
Exhaust all efforts to prevent further escalations to management
Round to continuously improve utilization of HR service channels and tools, and provide training where gaps exist
QUALIFICATIONS
Education :
Required - Bachelors in relevant field (Business Administration; Healthcare; etc)
Preferred - Masters
Licensure / Certifications :
Preferred - Professional HR Certification (PHR / SPHR / SHRM-CP / SHRM SCP)
Experience :
Required - Minimum of 5 years customer service experience in HR-related discipline
Preferred - Executive level communication experience, healthcare experience, Workday, Service Now experience preferred
Skills :
Active listening, Persuasion, Persistence; Communication; Problem Solving; Critical thinking; Organization; Conflict Resolution;
Detail Oriented; Time Management
WORKING CONDITIONS
Onsite - Required to work at a BSMH location Associates are on-site every day. 100% of time on-site.
Periods of high stress and fluctuating workloads may occur.
General office environment.
May be exposed to physical altercations and verbal abuse.
Required to car travel to off-site locations, occasionally in adverse weather conditions.
Prolonged periods of working alone.
May have periods of constant interruptions.
Mercy 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 :
Work Shift :
Days (United States of America)
Department :
SS Human Resources - HR Services
Mercy Health Youngstown, Ohio or Bon Secours Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia,
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