Sr. Employee Relations Specialist

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.  We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. 

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.  Come make a difference at Ochsner Health and discover your future today! 

This job plays a key role in the operation of the HR Solution Center by providing benefits/leave, recruiting and onboarding, performance management recommendations and HR policy interpretation and enforcement. Assesses and addresses each encounter and manages the appropriate next step, resolution, or escalation, if necessary. Develops and updates FAQs, policy manuals, HR knowledge base and other reference materials for associates to utilize in leader and employee inquiries. Manages complaints and escalations while maintaining composure and remaining calm in emergent calls and needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

Required - Bachelor’s degree in Human Resources, Business Administration, or a related field.

Work Experience

Required – Minimum one year of experience as an HR Generalist with demonstrated ability to achieve first call resolution or assess and escalate appropriately.

Preferred – Two years of HR Generalist experience in a healthcare setting.

Certifications

Preferred - Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), SHRM Certified Professional (SHRM-CP), or SHRM Senior Certified Professional (SHRM-SCP).

Knowledge Skills and Abilities (KSAs)

• Ability to maintain confidentiality and exercise sound judgment.

• Must have computer skills and dexterity required for data entry and retrieval of information.

• Must be proficient with Windows-style applications and keyboard.

• Proficiency in Workday or other HRIS/HR-related software.

• Deep understanding of HR policies and procedures.

• Must possess general HR knowledge, specifically but not limited to areas of Benefits, Recruitment and Onboarding, Employee Relations, and Compensation.

• Must possess the ability to work independently to solve complex problems or situations.

• Must possess a strong customer service focus, strong interpersonal and listening skills and the ability to deescalate tense situations.

• Ability to manage complex requests within tight deadlines and identify when data-related issues need to be escalated.

• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals.

• Good analytical, problem-solving, and dispute resolution skills.

• Ability to works as a team member and collaborate effectively with other members.

• Ability to work variable hours when needed, such as nights, evenings weekends, holidays, extended shifts.

Job Duties

• Serves as the first point of contact for HR related inquiries by providing accurate, timely and consistent responses.

• Logs all inquiries in the case management system through detailed information including customer, issue, needs and resolution. while ensuring accuracy of data. If issue cannot be solved escalates to appropriate Center of Excellence (COE).

• Identifies and troubleshoots problems that need escalation and assists leaders and/or employees with difficult issues by demonstrating emphatic communication and helping de-escalate situations.

• Develops standard scrips, FAQs, policy