Service Delivery Partner

3 weeks ago


Newport News, Virginia, United States Bon Secours Mercy Health Full time

Job Summary

We are seeking a highly skilled HR Service Delivery Specialist to join our team at Bon Secours Mercy Health. In this role, you will serve as a central escalation point for managing response and resolution for all Human Resources (HR) service issues occurring at the market level.

Key Responsibilities

  • Receive and respond to communications from associates expressing dissatisfaction with HR services, listening empathetically and gathering sufficient information to investigate the nature and seriousness of each complaint.
  • Develop and maintain good working relationships with market managers to facilitate the resolution of associate issues/concerns.
  • Collaborate with HR operational and COE leaders to expedite resolution of issues and identify root cause when necessary.
  • Convene 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.
  • 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.

Requirements

  • Bachelor's degree in a relevant field (Business Administration, Healthcare, etc.).
  • Minimum of 5 years of customer service experience in an HR-related discipline.
  • Preferred: Executive-level communication experience, healthcare experience, Workday, Service Now experience.
  • 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.
  • 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.

Benefits

  • Comprehensive, affordable medical, dental, and vision plans.
  • Prescription drug coverage.
  • Flexible spending accounts.
  • Life insurance with AD&D.
  • Employer contributions to retirement savings plan when eligible.
  • Paid time off.
  • Educational Assistance.


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