[Hiring] People Experience Representative @American Addiction Centers

Role Description

Join Us in Redefining Care at Advocate Health. We are seeking a customer-focused People Experience Representative to join our team and serve as a trusted resource for teammates, leaders, and HR partners across the organization. This opportunity is ideal for an individual who is passionate about service, enjoys problem-solving, and thrives in a fast-paced environment where delivering a positive customer experience is a top priority.

The People Experience Representative serves as a key member of the HR Service Center team, responding to teammate and leader inquiries while providing accurate guidance on HR policies, processes, systems, and programs. This role is responsible for:

• Delivering exceptional customer service through every interaction with teammates, leaders, physicians, and HR partners.
• Responding to escalated inquiries received through phone, email, and web-based channels utilizing available tools and resources.
• Utilizing HR procedures, policies, ERP systems, and knowledge resources to accurately answer questions and resolve issues.
• Resolving routine HR inquiries at first contact whenever possible and escalating complex matters appropriately.
• Documenting inquiries and resolutions using case management tools while meeting established service level agreements (SLAs).
• Partnering with People Operations, Centers of Excellence (COEs), and HRIS teams to ensure timely resolution of teammate concerns.
• Explaining HR processes, policies, and tools in a clear, easy-to-understand manner.
• Maintaining a strong focus on accuracy, quality, and compliance while adhering to established procedures.
• Monitoring and achieving performance metrics related to quality, productivity, resolution times, and customer satisfaction.
• Building trust and credibility with a diverse group of stakeholders across the organization.
• Identifying root causes of issues and recommending process improvement opportunities that enhance service delivery.
• Supporting a culture of operational excellence through collaboration, process optimization, and continuous improvement initiatives.
• Fostering positive and professional interactions that contribute to high teammate satisfaction and engagement.

Qualifications

• Bachelor's degree in Human Resources, Business, or a related field, or equivalent combination of education and experience.
• One year of Human Resources experience preferred, or five years of customer service experience.
• Passion for delivering exceptional customer service and teammate experiences.
• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to identify root causes and effectively navigate issues to resolution.
• Strong organizational skills and attention to detail.
• Experience working in a fast-paced, customer-focused environment.
• Proficiency with Microsoft Office and technology platforms, including HR, case management, and knowledge management systems.
• Ability to work independently while also collaborating effectively across teams.

Requirements

• Previous experience within an HR Service Center, Shared Services, or Human Resources environment preferred.
• Experience supporting HR systems, employee inquiries, or case management processes.
• Knowledge of HR operations, policies, and employee lifecycle processes.
• Experience identifying and implementing process improvement opportunities.

Benefits

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift, on call, and more based on a teammate's job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.
• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.