HR Support Services Specialist - (Full-time), Remote

At Virtua Health, we exist for one reason – to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between – we are your partner in health devoted to building a healthier community. 
 
If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home. A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment.

In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 other locations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through our Eat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

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Summary:

HR Team member providing administrative and technical HR & Payroll support to colleagues.  Reviews and resolves inquiries submitted through human capital system with a focus on timely resolution.  Serving as the initial point of contact for all HR & Payroll inquiries, this role provides system guidance within established service level agreement timeframes and maintains inquiry repository within human capital system. Incumbent will conduct ad hoc interactive training as inquiries are received and triaged.  This position identifies training opportunities on specific HR & Payroll topics and makes recommendations to HR Leadership Team, empowering colleagues to self-serve using available resources.  HR Support Case Solver will actively assist in identifying and developing KPIs and serve as the operational SME when evaluating system and process enhancement opportunities.

Position Responsibilities:

Support Services:

Responsible for initiating and administering the case management function within the human capital system.  Responsible for addressing and resolving HR & Payroll related inquiries by serving as the first tier of support for all colleagues’ requests across all functional groups.  Patiently listens and asks clarifying questions to understand the root issue to effectively assist colleagues.  Respond and resolve requests within predetermined service level agreements, while independently escalating to subject matter experts as needed.  Follows-up on escalated cases to ensure customer’s needs are fulfilled and case status is updated.

Education and Training:

Consistently and clearly demonstrates how to find HR & Payroll resource information, training material, and how to use self-serve and managerial functions within human capital system.  Proactively makes recommendations to revise training content based on the voice of the customer and on-going system enhancements.  Participates in the evaluation and review of training materials.  Confidently provides one-to-one and group training as needed.

Reporting and Analytics:

Responsible for tracking and reporting case management inquiries in aggregate with a focus on data integrity and completion.  Uses metrics to identify training opportunities based on validated and trended data.  Makes recommendations to streamline process and improve customer experience.  Communicates findings to HR & Payroll Leadership. 

Position Qualifications Required / Experience Required:

2 to 3 years business experience.  Excellent customer service, verbal and written communication skills.  Must be comfortable with multi-tasking and demonstrate strong attention to detail and a high technology comfort. Solid critical thinking skills, including the ability to apply logarithmic thought process to a variety of situations.  Ability and willingness to become familiar with large volume of policies and functionality.  Must be able to work independently and show flexibility to meet deadlines.  Advanced level of experience with MS Excel and PowerPoint.

Required Education:
High School diploma.