[Hiring] Agent, Colleague Support, HRSS - Tier I Contact Center @Trinity Health

Role Description

Provides administrative service, support, navigation & / or solutions, in accordance with level of experience, education & established policies & procedures. Performs clerical functions including customer service (all communication methods), data entry, maintenance & organization of records. Supports key customers (e.g., management, colleagues, patients, vendors) in exceeding their expectations. Demonstrates the ability to deliver personalized care & service unique to the key customer’s expectations / needs.

• Position is fully remote based.

Our Trinity Health Culture:

• Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

• Provides administrative support services & engages in activities that enhance or improve coordination, preparation & flow of the department processes & core work.
• Plans & organizes workflow & prioritizing customer needs.
• Develop, implement & maintain job-related records.
• Maintains procedural standards as appropriate for role.

Process Focus:

• Utilizes multiple system applications for data collection & management.
• Knows, understands & incorporates basic knowledge of Trinity Health policies, practices & processes to ensure quality, confidentiality & safety are prioritized.
• Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge.
• Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient & / or customer experience.

Communication:

• Employs effective & respectful written, verbal & nonverbal communications.
• Develops an environment of mutual confidence & trust through collaborative relationships.
• Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives.
• Proactively recognizes, addresses & / or escalates organizational, operational & / or team conflicts.

Environment:

• Performs work in a caring, collaborative & safe manner.
• Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards.
• Accountable for continuous self-development & supporting the growth of others.
• Self-monitors & initiates corrections & / or seeks assistance or guidance when needed.
• Embraces new ideas & cultural differences.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression):

• Delivering the Colleague Experience
• Deliver an exceptional colleague experience through high-quality, reverent, courteous, and empathetic service, reflecting our commitment to the ICARE values and ensuring colleagues feel genuinely valued and respected through phone interactions (Cisco system) and case management (Workday).
• Promote Tier 0 self-service by educating colleagues on available tools and resources.
• Accurately document all colleague interactions and resolutions in case management system, ensuring completeness, clarity and compliance with audit standards.
• Identify the root cause of colleague issues and maintain a solution-oriented mindset approach.
• Strive for first contact resolution wherever possible, while maintaining service level agreement (SLA) standards.
• Respond to HR inquiries related to benefits, payroll, leave administration, HRIS systems, and policy interpretation with accurate and complete information using knowledge of HRIS processes and understanding of downstream impact of transactions to benefits, pay and other areas.
• Serve as the primary resource for HR processes and systems within an assigned Pod (service team), maintaining up-to-date knowledge and documentation for supported ministries.
• Meet or exceed performance metrics, including quality scorecard ratings and phone availability standards.
• Demonstrate strong attention to detail and a commitment to customer excellence by building rapport and trust with colleagues.
• Efficiently use available resources to provide accurate and complete information to colleagues.
• Must be able to travel to the various Trinity Health sites 25% as needed.

Continuous Learning and Process Improvement:

• Support HRIS transaction processing and assist with training and documentation of new or updated processes.
• Identify opportunities for process enhancements and contribute to the development and implementation of improvements.
• Contribute to documentation and training of new processes and support system enhancements.
• As proficiency increases, independently manage more complex cases, mentor peers, contribute to process improvements, contribute to continuous improvement efforts and support cross-Pod (service team) consistency and escalation resolution.
• Participate in special projects and organizational initiatives, including annual open enrollment, dependent verification, and compliance campaigns.
• Engage in ongoing learning and development to stay current with HR policies, systems, and best practices.

Qualifications

• Associate’s degree or equivalent experience
• Minimum 1+ years of progressive experience in a high-volume contact center or customer service role
• Demonstrated proficiency in Workday, UKG, Cisco, or similar HRIS and Contact Center systems

Requirements

• Experience in HR Shared Services environment, benefits, payroll, leave administration, HRIS systems and talent acquisition
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• HR Certification from an accredited certified body

Benefits

• Hourly pay ranges: $21.52 - $32.28

Company Description

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.