HR Support Center Representative II
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What you'll do
- Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.
- Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate.
- Serve as a specialist, able to handle escalated cases from customer service analysts.
- Perform additional responsibilities such as managing knowledge articles or participating in special projects.
- Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations.
- Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.
What they're looking for
- 2-3 years HR experience required
- 2-3 years Contact Center experience required
Nice to have
- Bachelor's Degree Related Field of Study preferred
- 0-1 years Experience in the healthcare industry preferred
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
SummaryThe HR Support Center Rep II will resolve inquiries from employees, managers, retirees, customers, and external parties. They will also help resolve concerns and issues regarding processes and policies through phone, email, case management, and chat. This person will strive to meet all expected service levels and business performance goals, perform a full range of services, and document all cases in the case management system.
Essential Functions
-Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.
-Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate.
-Serve as a specialist, able to handle escalated cases from customer service analysts.
-Perform additional responsibilities such as managing knowledge articles or participating in special projects.
-Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations.
-Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.
Qualifications
Education
- Bachelor's Degree Related Field of Study preferred
- Experience can be accepted in lieu of a degree
Experience
- 2-3 years HR experience required
- 2-3 years Contact Center experience required
- 0-1 years Experience in the healthcare industry preferred
Knowledge, Skills and Abilities
- - Highly motivated, team-focused, and results-oriented; ability to work effectively in a fast-paced, self-directed team-based environment.
- - Ability to assess situations, think critically, and problem-solve.
- - Strong verbal and written communication skills, including the ability to guide others.
- - Strong organization skills, attention to detail, and follow-through.
- - Excellent interpersonal skills both in person and over the phone.
Additional Job Details (if applicable)
- Remote
- M-F Eastern Business Hours required
- 8am-430pm ET required
- A quiet, secure, compliant workspace is required for remote workdays, and will be viewed and confirmed via Microsoft Teams Video on day 1 for all remote hires
- HR will ensure that candidates have a HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$22.22 - $31.71/Hourly
Grade
4
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
Company
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