Hr Service Center Customer Service Rep Job ID 2018-52569 Employment Type Full Time Department Human Resources - Arizona Hours / Pay Period 80 Facility Corporate Service Center Shift Day Location PHOENIX State/Province AZ Standard Hours 8-5 Overview Dignity Health, one of the nations largest health care systems, is a 22-state network of more than 9,000 physicians, 63,000 employees, and 400 care centers, including hospitals, urgent and occupational care, imaging and surgery centers, home health, and primary care clinics. Headquartered in San Francisco, Dignity Health is dedicated to providing compassionate, high-quality, and affordable patient-centered care with special attention to the poor and underserved. In FY17, Dignity Health provided $2.6 billion in charity care, community benefit, and unpaid cost of government programs. For more information, please visit our website at www.dignityhealth.org . You can also follow us on Twitter and Facebook . Responsibilities Position Summary: The HR Service Center (HRSC) Customer Service Representative (CSR) performs specialized function-related administrative tasks including coordinating a variety of programs and projects for the employees of Dignity Health. HRSC CSR provides support and follow-up to Dignity Health employees in all disciplines of HR, including inquiries related to, HRIS (e.g. Lawson), compliance tracking, LOA absence management, learning management system (LMS), recruitment, employee & labor relations, total rewards (benefits & retirement), and compensation. Support is provided with a high degree of customer satisfaction, expertise, limited supervision and timeliness. ESSENTIAL FUNCTIONS: Customer Service; daily operations and procedures: Analyzes and resolves employee concerns using established procedures, Collaborates with others to acquire information and materials from Dignity Health Facilities as required, Proactively escalates issues to HRSC Specialist functional teams and HR Technology team on the customer's behalf to ensure the timeliest service, Facilitates programs and serves as liaison between external and internal customers, Handles a large volume of calls with accuracy with the highest level of customer service, Stays abreast of changes to policies and practices in order to contribute to the timeliness of resolution and Maintains customer confidentiality HR SC Technology, Data Integrity, Case Management and Resolution: Initiates, opens and closes incident tickets using case management system 100% of the time for phone calls, email inquiries, walk-up requests and assigned escalated cases through web admin services that are received from our customers, Utilizes knowledge management system to research solutions and document resolutions, Effectively utilizes the interactive voice response (IVR) system to take calls in queue and transfer calls efficiently, Navigates the human resources systems (i.e. Lawson, Taleo, SABA, etc.) to obtain employee data and provide answers to related questions and Ensures compliance between data, processes and policy/procedure Workforce Administration (WFA): Accurately enters data into the employee record, makes corrections to existing entries, Organizes and maintains ImageNow personal records for Dignity Health employees, Monitors personal actions against HR policies and procedures and ensures compliance for new hires, separations, status changes, leaves of absences, transfers and all other WFA activities, Completes STD and LTD forms and collects JD for employees, Identifies and implements process and procedure improvement opportunities, Writes desktop procedures to be entered into knowledge base system and assists in training others. Qualifications Minimum Qualifications: High School diploma or GED Three (3) years of related administrative support experience of which one of those years is call center/shared services experience Proficient in Microsoft Office Suite (Word, Excel, Outlook) Strong customer service skills including excellent listening and communication skills Basic problem solving skills Detail oriented with the ability to multi-task and function well in stressful situations Experience using case management system, IVR, and knowledge management applications Additional languages other than English Preferred Qualifications: College level business coursework preferred or an Associates Degree in Business related field