People Service Center Navigator

Company:

Compassus

 

Position Summary

The People Service Center (PSC) Navigator provides frontline support to team members and leaders throughout the employment journey, with a focus on accuracy, responsiveness, and service excellence. This role assists with pre-boarding and onboarding activities, responds to routine HR-related inquiries, and coordinates solutions by following established procedures and partnering with departments such as Payroll, Total Rewards, IT, Compliance, Recruiting, and Training. Navigators ensure documentation and processes are completed correctly and escalate complex or unusual matters to senior staff. By delivering dependable, process-driven support, this role helps create a positive and efficient team member experience across the organization.

Position Specific Responsibilities

• • Pre-boarding and Onboarding Excellence
  • Serve as the primary guide for new hires from offer acceptance through their first 90 days
  • Assist with all pre-boarding activities, including background checks, licensing and credential verification, collection of employment documents, and preparation of system access requests
  • Ensure onboarding activities follow company-defined processes and comply with applicable requirements as communicated by leadership
  • Respond to team member HR-related questions in line with established policies and procedures; escalate complex or unusual matters to the Level II Navigator or Department Manager
  • Assist with onboarding activities including orientation scheduling, benefits enrollment support, and training plans
  • Partner with hiring managers and leaders to deliver an onboarding experience that fosters engagement, confidence, and belonging
  
  Team Member and Leadership Support
  • Act as the first point of contact and escalation point for all team member HR-related questions, including benefits, payroll, policies, and general HR procedures
  • Address inquiries in real time where possible, following established procedures; escalate unresolved or complex issues to the Level II Navigator or other designated departments via ticketing system
  • Manage timely resolution of team member and leadership needs via ticketing system
  • Serve as the primary point of contact for Business Office Coordinators (BOCs), Business Office Managers (BOMs), Area Clinical Operations (ACOs), Executive Directors (EDs), and hiring managers to provide guidance, answer questions, and fulfill documentation requests
  • Partner with leaders and BOCs/BOMs in fulfilling surveyor requests to review background checks and other personnel file documents; support survey readiness activities as appropriate
  • Accurately document inquiries and resolutions to support reporting and continuous improvement efforts
  
  Cross-Functional Coordination
  • Maintain a network of internal contacts to quickly address and resolve multi-step or cross-departmental issues
  • Collaborate with People team members to align communication and process improvements
  
  Customer Service and Culture Stewardship
  • Apply service excellence principles to every team member and leadership interaction by listening actively, responding empathetically, and providing clear, accurate information
  • Adhere to defined service level agreements (SLAs) for inquiry response and resolution timelines
  • Uphold confidentiality and handle sensitive matters with discretion
  • Serve as a culture ambassador, modeling company values in all interactions and promoting a supportive, inclusive environment
  • Provide feedback to leadership on recurring questions or issues to support process enhancements
  
  Data, Systems, and Compliance
  • Maintain accurate team member records in People systems (including but not limited to HRIS and Case Management) and ensure timely updates
  • Escalate disciplinary actions and convictions that appear on professional licenses and MVR reports to Level II Navigator for resolution
  • Compile routine reports as directed to support onboarding, employee engagement, and service delivery tracking
  • Maintain current knowledge of company People policies, procedures, HRIS tools, and self-service resources to effectively address employee needs
  • Support process improvement by sharing data and observations with leadership

Education and/or Experience

• Bachelor’s degree in HR, Business Administration, or related field preferred; equivalent experience considered
• 3 years in HR, onboarding, customer service, help desk, or related employee-facing role.
• Experience in a healthcare, service-driven, or regulated industry preferred.

Skills

• Mathematical Skills: Ability to