HR Shared Services Specialist
Children's National Hospital
Summary
Under limited supervision, the HR Shared Services Specialist is the primary point of contact for customers seeking assistance with PeopleSoft HR module related transactional issues. Utilizes knowledge of the standards of operations and of the tools necessary to monitor HR transaction quality and reports results. Serves as the Subject Matter Expert for HR transaction inquiries. May recommend system functionality enhancements or team productivity improvements. Provides guidance to other HRIS Call Center staff to ensure that a consistent and positive customer experience is being projected and that inquiries are being resolved as quickly and efficiently as possible.
Job description
Functional Accountabilities
Technical
- Maintains a broad base of technical skills to diagnose and resolve HR Shared Services transactional issues while displaying excellent interpersonal skills.
- Reviews requests to ensure all required information is available to enter into the HR System of Record (SOR) in accordance with established policies and business processes of Children’s National Hospital and its affiliates.
- Monitors HR Shared Services inbox queue to ensure service level agreements are maintained.
- Conducts and reports audit results by measuring HRIS’s accuracy.
- Collaborates with Payroll and HR Shared Services to resolve data integrity issues where necessary.
- Works with Cerner to resolves situations identified by the HR Shared Services Call Center personnel.
- Member of a cross functional Performance Management HR Coordinator team that researches, resolves, assists employees and managers with the Performance Management Process Cycles to include reporting metrics.
Process Improvement
- Generates and validates canned and ad-hoc reports to help improve operational outcomes.
- Creates dashboards to organize, analyze and interpret data from the call center database (CISCO) that provide pertinent information to and answers questions from management.
- Assists HR Call Center Supervisor with establishing and improving defined business processes to meet production and performance goals.
- Collaborates with Senior Consultants to research, collect and process information for projects.
- Develops a thorough understanding of the HR SOR and makes recommendations to management to enhance functionality.
- Creates suggestions for additional or changes to existing knowledge and process documents.
- Attends meetings where reporting and systems processes expertise is needed and represents the department in both internal and external settings.
Lead and Guide
- Acts as a resource for HRIS Representatives to resolve complex customer issues.
- Trains and mentors less experienced staff on processes and procedures.
- Create a positive work environment that encourages others' ideas and opinions.
Requirements
- Bachelor's Degree (Required)
- 5 years related experience (Required)
- Strong attention to details and dedication to identify areas of strength and opportunity
- Self-motivated, with time management and organizational skills
- Displays a positive “can do” attitude when troubleshooting or problem solving
- Utilizes judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, management, stakeholders and customers
- Ability to independently research and respond to technical questions and issues
- Ability to combine technical knowledge with an understanding of expectations to offer creative solutions to complex problems in a practical, timely and efficient manner
- Ability to independently, quickly, and efficiently identify and solve process or technical problems consistent with departmental policies and practices and with the goal of satisfying the customer
Benefits
- Comprehensive health coverage
- Paid time off
- Sick leave
- Holidays
- 401(k) plan
- Healthcare spending accounts
- Dependent care spending accounts
- Employer-paid life insurance
- AD&D insurance
- Long-term disability coverage
- Tuition assistance
- Fitness resources
- Employee assistance program
- Commuter benefits
Company overview
Children's National Hospital is a premier pediatric healthcare institution located in Washington, D.C., recognized as one of the top children's hospitals in the United States. Founded in 1870, it serves as the region's primary pediatric academic medical center, providing comprehensive care across all pediatric specialties. The hospital operates a 323-bed facility and offers advanced medical services including neonatal intensive care, pediatric surgery, oncology, cardiology, and neurology. As an academic medical center affiliated with the George Washington University School of Medicine and Health Sciences, Children's National is deeply involved in pediatric research, medical education, and clinical innovation. The institution is particularly renowned for its Sheikh Zayed Institute for Pediatric Surgical Innovation and its leadership in pediatric genomics and precision medicine. Children's National consistently ranks among the top pediatric hospitals nationally, with specialties in cancer, cardiology, neurology, and neonatology receiving particular recognition for excellence in patient care and outcomes.