[Hiring] HR Connect Service Center Advisor @Yale New Haven Health

Role Description

Responsible for resolving employee questions related to a wide variety of Human Resource benefits, practices, and policies. Responsible for delivering outstanding customer service to the employees of YNHHS.

• Provides first point of contact support to incoming calls/emails/cases with goal of resolving at first contact.
• Manages to completion all activities associated with assigned cases or queries.
• Owns case management process, including:
  • Opening cases (create a case for at least 60% of calls)
  • Managing escalation or reassignment where required
  • Closing cases in accordance with Service Level Agreements
  • Updating case management system with customer contact and case resolution details
• Coordinates with subject matter experts in system HR to resolve more complex issues, as required.
• Monitors the phone system to ensure sufficient coverage and low call abandonment rates.
• Provides accurate, consistent, and timely responses to HR standard policies, processes, and system requests.
• Escalates policy issues to Employee Relations as applicable.
• Educates employees and managers on company practices and tools to encourage self-resolution of questions.
• Works directly with and collaborates with vendors/carriers and key partners to resolve issues.
• Supports employees by providing clear guidance on a variety of benefit programs, including:
  • Medical and voluntary benefits
  • Life insurance
  • Leaves of absence
• Handles claim and eligibility issues through resolution.
• Responsible for all benefits including:
  • PTO
  • Disability
  • Life Insurance
  • Medical
  • Dental
  • RX
  • Vision
  • Flexible Spending Accounts
  • HSA
  • HRA
  • Tuition Assistance
  • Voluntary
  • FMLA
  • COBRA
• The Leave of Absence (LOA) Advisor:
  • Serves as a trusted guide for employees navigating time away from work.
  • Reviews employee pay during leave periods for accuracy and timely payment.
  • Partners closely with the FMLA vendor and internal stakeholders to resolve issues.
• The Onboarding/TA Advisor:
  • Provides assistance to applicants during their onboarding experience.
  • Partners closely with HRIS to support candidates with onboarding tasks.
  • Helps develop and streamline processes for sign-on and referral bonus programs.
  • Works closely with Talent Acquisition for employees on ADA returning to work.
• Manages various assigned benefits/LOA/disability/tuition tasks and back-end processes.
• Coaches, develops, and mentors other team members.
• Makes recommendations for updates and changes to the articles in the HRConnect knowledgebase.
• Assists with and/or leads special projects, initiatives, or processes as needed.

Qualifications

• Graduation from high school, supplemented by college level business related course work, or equivalent.
• Three (3) to five (5) years' experience in positions requiring in-depth knowledge of:
  • Human resources policies and procedures
  • Benefit programs (such as medical insurance, disability programs)
  • Payroll
  • Healthcare administration
• Excellent active listening, oral and written communication skills.
• Strong desire to deliver excellent customer service in a timely and efficient manner.
• Ability to solve problems and quickly establish credibility with employees via phone and/or email.
• Ability to effectively use a wide variety of technologies and systems.
• Ability to multi-task across different computer systems.

Requirements

• 100% remote work.

YNHHS Requisition ID

• 177862