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HR Customer Service Representative

2 months ago

Somerville, Massachusetts, United States Mass General Brigham Full time
About Us
As a not-for-profit entity, Mass General Brigham is devoted to community service.

We are committed to improving patient care, education, and research while taking a leadership role as an integrated healthcare system.

Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare provides a comprehensive continuum of care, including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related services.

Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We emphasize a people-first culture for our patients and our professional family. This is why we offer our employees numerous opportunities to reach their potential.

Mass General Brigham is dedicated to aligning our employees' personal goals with projects that match their skills and fostering a culture that empowers our managers to be trusted mentors.

We encourage each team member to take charge of their personal development and celebrate success at every stage.
Our employees utilize the Mass General Brigham values to guide their decisions, actions, and behaviors.

These values shape how we accomplish our work:

Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat one another: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Overview
The HR Support Center Representative 1 role is an entry-level position in Human Resources.

Recent graduates, HR Interns, or individuals seeking to transition into a Human Resources career are strongly encouraged to apply.

The HR Support Center Representative will engage with all facets of Human Resources support.
This position will address inquiries from employees, managers, retirees, and other stakeholders, as well as assist in resolving concerns and issues related to processes and policies through various communication channels such as phone, email, case management, and chat.

This individual will strive to meet all expected service levels and business performance goals, executing a range of services and thoroughly documenting all cases in the case management system.

Principal Responsibilities and Duties
- Respond to customer requests/inquiries (prioritizing as necessary) and execute key tasks and activities in accordance with established procedures and guidelines.
- Ensure delivery of business results by meeting or exceeding all service level agreements and providing high-quality services that meet or surpass customer expectations.
- Investigate issues and determine methods of resolution within acceptable timeframes, routing or escalating complex transactions to supervisors, managers, customer service specialists, or tier two for resolution as appropriate.
- Receive inbound inquiries through multiple channels (phone, email, case management, chat, etc.), clarify needs, and assist in resolving concerns.
- Fully document all cases in the case management application, establishing or updating processes as necessary.
- Collaborate with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels are met.
- Take ownership of all assigned tasks, initiatives, and inquiries, ensuring they are resolved/completed efficiently and with a high level of quality.
- Assist and encourage users to effectively utilize self-service options, empowering them to resolve inquiries.
- Educate and inform customers about the full range of shared service support available to them.
- Ensure compliance with organizational policies and procedures.
- Work towards continuous improvement and adaptability to changes as they arise.
- Contribute positively to a knowledge-sharing environment by documenting and sharing relevant experiences.
- Utilize the Partners HealthCare values to guide decisions, actions, and behaviors.

These values shape how we accomplish our work:
Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat one another: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
Other duties as assigned
Qualifications
- Bachelor's degree or relevant professional experience.
- A combination of education and experience may be substituted for requirements.
- Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case/knowledge management preferred.