[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.
• Responsible for monitoring 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.
• 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, escalating more complex issues as necessary.
• Manages various assigned benefits/LOA/disability/tuition tasks and back-end processes.
• Coaches, develops, and mentors other team members.
• 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, payroll, or 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