Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
Remote work states approved for hire: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY
Pay Range
$37.50 - $56.25Major Responsibilities:
Oversee the delivery of exceptional customer service to teammates and stakeholders.
Develop and implement strategies to improve customer satisfaction and engagement.
Fosters psychological safety, promotes stewardship and engagement, and recognizes team achievements.
Apply operational knowledge, data analytics, automation tools, and process improvements to guide HR strategy.
Ensures the team cultivates a sense of belonging and delivers compliant, scalable, and high-performing HR services in alignment with laws, policies, and organizational objectives.
Handle complex cases and provide consultation and support to human resources, managers, and teammates on HR procedures.
Support continual process improvement and efficiency by gathering feedback from the Service Center team, HR business partners, managers, and teammates, while maintaining consistency and compliance.
Keep internal stakeholders informed about complex cases by preparing reports, offering status updates, and seeking resolutions.
Track individual and team performance against established goals and objectives, such as call volume handled, resolution time, average speed to answer and quality scores.
Analyze monthly data to identify patterns and trends in performance over time.
Develop and implement standard operating procedures to improve operational efficiency and maintain consistent practices and legal compliance. Provide guidance, evaluation, and coaching to staff regarding work procedures, call handling, and teamwork to promote customer service. Is available to respond to staff inquiries, monitor calls, and provide ongoing feedback.
Create and update onboarding training materials and conducts training for representatives on updated policies, processes, and tools.
Provides timely, accurate support to colleagues and leaders while managing service center operations.
Perform human resources responsibilities for staff which include coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.
Licensure, Registration, and/or Certification Required:
None Required.
Education Required:
Bachelor's Degree (or equivalent knowledge) in Human Resources or related field.
Experience Required:
Typically requires a minimum of 2 years of experience in Human Resources, including experience at a lead or senior level.
Knowledge, Skills & Abilities Required:
Communicates clearly and respectfully across all levels of the organization. Skilled in translating complex HR concepts into teammate-friendly language.
Ensures timely and accurate delivery of HR Servies. Reacts with agility and monitors and analyze performance data to identify areas of improvement.
Demonstrates the ability to leverage/analyze data to identify lagging and leading measures, ultimately improving operational performance.
Passionate about service and delivering exceptional experiences and personalized support.
Handles moderately complex issues with accuracy, tech savvy and good judgment.
Demonstrates customer centric leadership skills and abilities which include experience successfully managing and mentoring staff.
Demonstrates high degree of analytical and interpretive skills. Ability to analyze data, reports and service level agreements to provide feedback on agreed upon metrics
Excellent written and verbal communication skills and the ability to communicate effectively with all levels of employees,
Strong analytical and problem-solving skills
Proficiency in the Microsoft Office (Word, Excel, PowerPoint, Access).
Previous experience with Peoplesoft, I3 phone system and CRM tool preferred.
Physical Requirements and Working Conditions:
Operates all equipment necessary to perform the job.
Exposed to normal office environment.
DISCLAIMER
All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.
Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
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About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.