HR Solution Center Representative, Tier 2

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Non-Exempt

Hiring Range:

$22.24 - $40.04

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations .

Schedule Details:

Monday through Friday

Scheduled Hours:

9:00am-5:00pm

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 6177 HR Solution Center

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The Tier Two HR Solution Center Representative responsible for providing resolution to inquiries escalated by the Tier One Representative, and for performing bulk and cyclical administrative tasks and transactional audits related to a specific COE (i.e., Benefits, Talent Mgmt. etc.)

1. Provides excellent customer service and demonstrate outstanding problem-solving skills for escalated Shared Services cases from Tier 1
2. Demonstrates outstanding problem-solving skills to resolve inquires, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.
3. Performs transactional HR administrative activities to ensure data accuracy within the HR systems. Such as:

• Data audit transactions
• Roles Based Permission management
• Workforce data changes (position management)
• Reduction in Force processing
• Support for LMS, Performance review, Talent Development and Compensation processes
• Benefits open enrollment changes

4. Maintains in-depth knowledge of company-specific policies and practices in the functional area of expertise and high-level knowledge of cross-functional impacts.
5. Processes HR system tasks and provide system information and guidance to associates.
6. Provides HR Business Operational Support to HR Business Partners and Recruiters.
7. Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
8. Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.

9. Seeks out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority

10. Educates employees of HR Shared Services to build a knowledge base to assist with first call resolution at Tier 1. Ensures Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.

11. All other duties as assigned.

Position Qualifications:

License/Certification/Education:

Required:
1. High school diploma or equivalent.

Experience/Skill:

Required:
1. Working knowledge of based on HR area of expertise for case management resolution including compensation, benefits, employee relations, performance management, etc.
2. High degree of integrity and ability to maintain strict confidentiality.
3. Ability to multitask and work under pressure while maintaining a professional attitude
4. Ability to adapt quickly to change with new processes and procedures.
5. Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
6. Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.
7. Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary.
8. Strong expertise with systems reporting, business process management, data entry, Data auditing & analysis .

Preferred:
1. Working knowledge of state and federal employment laws.
2. Functional knowledge of Workday.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.