Summary

As a member of the HR Shared Services team, the HR Shared Service Specialist will serve as the first point of contact and deliver front line support to the MHS Human Resources team as well as to employees and leaders throughout the organization. The HR Shared Services Specialist will respond to employee inquiries and leadership requests by identifying solutions and escalate as needed. Additionally, this role will contribute to the long term development of key HR processes during the life cycle phases of new hire through termination processes. This position requires good judgement and initiative and is accountable for the quality and productivity of requests.

Job description

Summary

As a member of the HR Shared Services team, the HR Shared Service Specialist will serve as the first point of contact and deliver front line support to the MHS Human Resources team as well as to employees and leaders throughout the organization. The HR Shared Services Specialist will respond to employee inquiries and leadership requests by identifying solutions and escalate as needed. Additionally, this role will contribute to the long term development of key HR processes during the life cycle phases of new hire through termination processes. This position requires good judgement and initiative and is accountable for the quality and productivity of requests.

Responsibilities

Manages and processes HR transactions, including onboarding, transfers, terminations, job and personal data changes, employee verifications and other core HR functional and operational responsibilities.
Utilizes case management system tools to respond to written and oral inquiries from employees and leaders regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures.
Responds to questions on human resources policies and procedures, directing employees to self-service options as appropriate.
Enters and maintains data in the HR files or HR system to ensure compliance with federal, state and regulatory standards.
Troubleshoots and resolves issues, and recommends changes for process improvement.
Manages incoming calls and ensures first call resolution for basic and complex inquiries.
De-escalates high tension situations while reassuring callers they will receive assistance with the utmost care and attention.

Competencies

Accountability, accuracy - HR, customer service, develops relationships, effective communication, organization skills, problem solving, responding to change, standards of behavior.

Additional Job Information

Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorily. Ability to exercise effective judgement and sensitivity to callers and potentially difficult situations. Must be extremely organized and detail oriented with the ability to shift priorities as needed. Proven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional manner. Ability to handle multiple projects simultaneously in a fast paced organization. Independent problem solver or knowledge when to appropriately escalate.

Requirements

High School Diploma or Equivalent
Minimum one (1) year experience in Human Resources, or Front Line Call Center/Customer Service/Shared Services role
Strong customer service orientation
Ability to navigate complex conversations and determine needs
Effective judgement and sensitivity to callers
Extremely organized and detail oriented
Ability to shift priorities as needed
Proven skill handling stressful issues and interacting with all levels of the organization
Ability to handle multiple projects simultaneously in a fast paced organization
Independent problem solver with knowledge of when to escalate
Associates degree preferred

Company overview

Memorial Healthcare System is one of the largest not-for-profit healthcare systems in the United States, headquartered in Hollywood, Florida. Founded in 1953, the organization operates six major hospitals including Memorial Regional Hospital, Memorial Hospital West, Memorial Hospital Miramar, Memorial Hospital Pembroke, and the renowned Joe DiMaggio Children's Hospital. With approximately 17,000 employees, Memorial Healthcare System provides a comprehensive continuum of care ranging from primary care services to advanced tertiary and quaternary programs such as adult and pediatric cardiac transplant, bone marrow transplant, trauma care, and intensive care services. The system has earned numerous prestigious awards including recognition as a Florida Cancer Center of Excellence, U.S. News and World Report Best Hospitals for Rehabilitation, and Great Place to Work certification. Memorial Healthcare System is committed to delivering patient-centered care through innovative medical services including cancer care, cardiac and vascular services, neuroscience, orthopedics, pediatrics, and women's health services, while maintaining a strong focus on community outreach and medical education programs.