HR Employee Experience - Data Management

Date Posted:

April 21, 2021

Department:

Human Resources Service Center Data Management

Shift:

Day (United States of America)

Hours Per Week:

40

Union Contract:

Non-Union

Weekend Rotation:

None

Job Summary:

Ensures the operational delivery of Human Resources inquiry and transaction resolution. Completes defined standardized and administrative work. Provides support for employees in a call center environment which will include chat inquiries, email and submissions within our CSM. Also, complete leave of absence intake duties and supports to the leave of absence claims team. Escalates complex inquiries to appropriate parties. Assures documentation of inquires and resolutions.

Job Description:

Principle Responsibilities

* Maintains accurate job data profiles on all records.
* Responds to inbound and outbound calls in a timely manner around more complex issues.
* Resolves and receives escalations for tier 1 requests when guidance or clarification of policies and procedures is required.
* Identifies customer needs, research Human Resources issues to provide accurate customer resolution.
* Executes Human Resources process workflow using HCM technology, case management, and telephony as applicable.
* Coordinates and integrates with other Human Resources Shared functions (IT, Legal, Employee Relations, etc.) and external parties (e.g., vendors).
* Gathers data, performs and supports various types of reporting (including standard auditing, transactional, ad hoc, compliance, etc.).
* Serves as liaison to centers of excellence and business unit Human Resources when inquiries require escalation.
* Enters transactions looking for accuracy, completeness and/or compliance with plan rules. Provide feedback to customer on corrective processes.
* Implements process and content changes in partnership with centers of excellence.
* Processes tuition requests, grade submission audits, and tuition communications regarding approval status.

* Other duties as assigned.

Job Requirements

* High School or GED required and
* Bachelor's degree in Human Resources/related field or equivalent experience preferred
* 2 to 5 years of customer service experience required call center experience preferred and
* Less than 2 years of Human Resources experience with an emphasis on Health and Welfare, Benefits and Leave of Absence and Payroll required

Leadership Capabilities

* See the Big Picture: Know where we are going as an organization. Use sound judgement and critical thinking to make good decisions that support our mission.
* I know where Allina is going and how my role fits into this picture
* I capture important lessons and share them to foster innovation
* I am good at anticipating the implications of my decisions
* I understand and apply the disciplines of continuous improvement
* Inspire Greatness: Inspire others by connecting their purpose to the broader mission. Lead others through change and celebrate success.
* I help my team connect to the broader mission
* I see and fulfill my role in motivating the team around me
* I celebrate success and help my partners see what is possible with change
* I call out and address unexpected roadblocks or problems
* Foster Learning and Growth: Role model growth, ongoing development and self-care. Empower, coach and encourage others to be at their best selves.
* I role-model self-care and ongoing development
* I share my knowledge and coach others to foster growth and success
* I demonstrate enthusiasm for learning
* I candidly advocate for the resources I need
* I support my colleagues in their development and growth
* Deliver Excellence: Set and align clear goals, measure results, and continually improve safety, quality, experience, and innovation.
* I take ownership of outcomes and fulfillment of goals
* I facilitate adjustments to assure positive results
* I work with a sense of urgency, concern and determination
* I use well-grounded approaches to create sustainable solutions repeatedly
* I engage and foster improvements to impact safety, quality, and efficiency
* Succeed Together: Connect with others authentically. Recognize the value of each individual and seek diverse points of view. Collaborate to succeed together.
* I consider how decisions might impact my colleagues
* I am generous in my commitment to supporting the needs of my partners
* I respect others' opinions, praise good work and encourage all team members to be involved
* I seek common ground and work to create mutually beneficial outcomes

Functional Competencies

* Communication Skills: Advanced communication skills involving complicated topics.
* Problem Solving: Asseses circumstances using experience and a variety of information gathered.
* Functional Knowledge: Understands his/her discpline and good conceptualization of processes.

Physical Demands

Sedentary:

Lifting weight Up to 10 lbs. occasionally, negligible weight frequently

Additional Job Description:

* Workday experience preferred

* Case management experience preferred

* Health care experience preferred

* Union experience preferred