HR Service Center Representative

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Job Summary

Job Details

Responsibilities:

• Provides first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems.
• Records caller inquiries and requests and communicates resolutions and updates cases using case management tools.
• Maintains customer contact until request is resolved, including informing customer of status and resolution.
• Provides accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research.
• Performs basic administration processing and approval of transactions, data input and verification of required documentation.
• Utilizes knowledge base tool to provide consistent answers to customers.
• Educates caregivers on company practices and tools (e.g., HR Portal, ESS, MSS) to encourage caregivers to resolve questions on their own.
• Refers complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required.
• Provides document support by managing incoming and outgoing forms, information, as necessary.
• Develops an in-depth understanding of the customers needs.
• Identifies and resolves the customers issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties.
• Provides inputs to update and maintain knowledgebase FAQs, solutions and troubleshooting guides.
• Meets key performance measures such as first call resolution, average answer speed, and call quality.
• Other duties as assigned.

Education:

• High School diploma is required.
• Bachelor’s Degree or  Master’s degree is preferred.

Certifications:

• None required.

Complexity of Work:

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Proficient in general word processing and spreadsheet skills.
• Proficient in use of HR systems and call center technology tools.

Work Experience:

• Two years of customer service experience is required.
• A Bachelor’s or Master’s degree may offset the required experience.
• Applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline is preferred.
• Project Management or Account Management experience is preferred.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods. 
• Ability to travel throughout the hospital system. For some roles, ability to travel to other locations, including international travel.
• Ability to operate a computer, audio visual and other office equipment.           
• Ability to communicate and exchange accurate information, including the ability to deliver any applicable training in person and virtually.
• In some locations, ability to move up to 25 lbs. 

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities