HR Service Center Specialist II

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
 

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
 

The HR Service Center Specialist II serves as specialist support for Tier 2 HR inquiries (via phone, email, and chat) and specialized processing of Associates' specialized human resources related transactions in one or more of the following areas: Benefits, Leave of Absence, and Payroll. Accountable for Service Center escalated inquiries and ensures specialized consultations are handled in an efficient, accurate and timely manner to support MLH Associates. Provides counsel and direction as appropriate on more complexed and specialized inquiries. Models appropriate behavior as exemplified in MLH Mission, Vision and Values

 

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
The HR Service Center Specialist II serves as specialist support for Tier 2 HR inquiries (via phone, email, and chat) and specialized processing of Associates' specialized human resources related transactions in one or more of the following areas: Benefits, Leave of Absence, and Payroll. Accountable for Service Center escalated inquiries and ensures specialized consultations are handled in an efficient, accurate and timely manner to support MLH Associates. Provides counsel and direction as appropriate on more complexed and specialized inquiries. Models appropriate behavior as exemplified in MLH Mission, Vision and Values

What you will do

• Resolves Associate inquiries at Tier 1 and Tier 2 and manages caseloads of more complex Associate inquiries to include complex LOA/disability, benefits, and payroll cases.
• Understands scope of services, researches complex inquiries, and escalates issues to appropriate next level of support as needed.
• Inputs data in HR systems as appropriate ensuring accuracy and data integrity.
• Maintains regular communication with Associates, leaders, and HR partners as it pertains to the status of Associates’ inquiries and leaves of absences.
• Assists Associates regarding benefit related claim issues.
• Responsible for the daily processing of HR transactions including LOA, benefits changes due to life events, submission of payroll corrections and others.
• May conduct validation of payroll data and time card adjustment as well as review against prior payroll.
• Serves as subject matter expert in one or more of the following HR programs: benefits, leave administration and/or payroll.
• Provides follow up, status updates and drives full case resolution, meeting case management goals and metrics.
• Guides Associates to additional resources, including documented information, reference materials and self-service tools as necessary.
• Communicates timely and effectively with Associates while on leave to ensure compliance with physician certification, return to work and other necessary steps.
• Maintains up to date working knowledge of Federal and State Leave regulations, FLSA, EEO, ADA, and USERRA (including other state or federal laws that affect leave).
• Keeps abreast of changes to policy, procedure and knowledgebase content and responses.
• Creates and utilizes reports to identify trends, alerting leadership of gaps in knowledgebase and recommending improvements as appropriate.
• Assists with HR Service Center tier training and training of new HR team members on knowledgebase and service center processes.
• May also assists Associates with general technical support on HR/Payroll and Time and Attendance systems.
• Performs other job functions as assigned or requested

Education/Formal Training Requirements

• High School Diploma or Equivalent
• Bachelor's Degree Human Resources
• Bachelor's Degree Business Administration/Management

Work Experience Requirements

• Call center
• Customer service
• 3-5 years Human Resources

Licenses and Certifications Requirements

• Certified in Healthcare Human Resources American Society for Healthcare Human Resources Administration
• Senior Professional Human Resources Certification HR Certification Institute (HRCI)
• SHRM Certified Professional (SHRM-CP) Society for Human Resource Management (SHRM)
• Professional Human Resources Certification HR Certification Institute (HRCI)