HR Service Center Representative II - Absence Management - Req #: 33131

• location: Beachwood, OH - facility: Cleveland Clinic Administrative Campus - professional area: Human Resources - department: HR Service Regional & Ops - jobcode: B99954 - schedule: Full time - shift: 8:00am-5:00pm - Job Details Job Summary: Escalation point of contact for all incoming inquires, issues, and work requests related to specialist area (e.g., Benefits, Absence and/or Core HR Administration). Manages inquiries, requests, and cases to closure, while appropriately escalating complex cases. Provides accurate and timely processing of HR transactions specific to their area of focus (e.g., Benefits, Absence). Responsibilities: - Serves as escalation point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to specific area of focus (e.g., Benefits, Absence). - Refers complex cases requiring interpretation to appropriate COE if additional research or expertise is required. - Utilizes knowledge base tool to provide consistent answers to customers.
• Provides program input and recommendations to COE Leaders. - Ensures successful implementation of administrative components of Tier 2 services areas that meet key performance measures. - Ensures successful handling of HR transactions and data within HR systems. - Provides inputs to update and maintain knowledgebase FAQs, solutions and troubleshooting guides. - Assists in identifying issues for associate communication and education. - Completes required regulatory and compliance reporting. - Other duties as assigned. Education: - High school diploma required. - Bachelor of Science, Bachelor of Arts or graduate degree preferred. Certifications: - None required. Complexity of Work: - Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. - Must be able to work in a stressful environment and take appropriate action. Work Experience: - Minimum of three years of applicable human resources service delivery experience, including benefits administration, HR administration, absence management or other related discipline. - Proficient in Operational Excellence. - Customer service experience. - Proficient in general word processing and spreadsheet skills. - Proficient in use of HR systems and call center technology tools. - Ideal candidates would also have Project Management experience. - One year of absence management experience preferred Physical Requirements: - Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing. - Requires constant sitting and data entry with a headset. - Requires occasional lifting or carrying of up to 25 pounds. Personal Protective Equipment: - Follows Standard Precautions using personal protective equipment as required.

#LI-CD1 The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinics Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility. Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities