Employment Type:

Full time

Shift:

Description:

Provides administrative service, support, navigation & / or solutions, in accordance with level of experience, education & established policies & procedures. Performs clerical functions including customer service (all communication methods), data entry, maintenance & organization of records. Supports key customers (e.g., management, colleagues, patients, vendors) in exceeding their expectations. Demonstrates the ability to deliver personalized care & service unique to the key customer’s expectations / needs.

* Position is fully remote based.

Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

Provides administrative support services & engages in activities that enhance or improve coordination, preparation & flow of the department processes & core work. Plans & organizes workflow & prioritizing customer needs.

Develop, implement & maintain job-related records. Maintains procedural standards as appropriate for role.

Process Focus:

Utilizes multiple system applications for data collection & management. 

Knows, understands & incorporates basic knowledge of Trinity Health policies, practices & processes to ensure quality, confidentiality & safety are prioritized. Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge.

Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient & / or customer experience.

Communication:

Employs effective & respectful written, verbal & nonverbal communications;

Develops an environment of mutual confidence & trust through collaborative relationships;

Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses & / or escalates organizational, operational & / or team conflicts.

Environment:

Performs work in a caring, collaborative & safe manner.

Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards. Accountable for continuous self-development & supporting the growth of others.

Self-monitors & initiates corrections & / or seeks assistance or guidance when needed.

Embraces new ideas & cultural differences. 

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

Delivering the Colleague Experience

• Deliver an exceptional colleague experience through high-quality, reverent, courteous, and empathetic service, reflecting our commitment to the ICARE values and ensuring colleagues feel genuinely valued and respected through phone interactions (Cisco system) and case management (Workday).

• Promote Tier 0 self-service by educating colleagues on available tools and resources.

• Accurately document all colleague interactions and resolutions in case management system, ensuring completeness, clarity and compliance with audit standards.

• Identify the root cause of colleague issues and maintain a solution-oriented mindset approach.

• Strive for first contact resolution wherever possible, while maintaining service level agreement (SLA) standards.

• Respond to HR inquiries related to benefits, payroll, leave administration, HRIS systems, and policy interpretation with accurate and complete information using knowledge of HRIS processes and understanding of downstream impact of transactions to benefits, pay and other areas.

• Serve as the primary resource for HR processes and systems within an assigned Pod (service team), maintaining up-to-date knowledge and documentation for supported ministries.

• Meet or exceed performance metrics, including quality scorecard ratings and phone availability standards.

• Demonstrate strong attention to detail and a commitment to customer excellence by building rapport and trust with colleagues.

• Efficiently use available resources to provide accurate and complete information