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Human Resources Representative in Knoxville, TN, US at TeamHealth

Date Posted: 10/23/2019

Job Snapshot

Job Description

JOB DESCRIPTION OVERVIEW:

Serves as a resource to provide customer service support to employees by responding to employee inquiries and questions, including handling transactional updates using technology and other resources. HRRS Representative responds to incoming correspondence from employees for HR-related inquiries. Transactional updates include demographic changes, providing and routing Form W-4 and direct deposit forms, and providing pay and leave information. References company policies and procedures to ensure accuracy of response and to offer all available information. Delivers consistent positive customer experience and on time delivery that meets expectations of callers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provides consistent, high quality customer care and service excellence to employees (customer base);
  • Ensure that each employee receives outstanding service by providing a friendly environment, which includes answering calls, greeting and acknowledging every employee, and maintaining outstanding standards;
  • Professionally answers incoming calls and responds to employee inquiries via telephone, email, incoming fax, etc.
  • Portrays a positive, professional, customer and delivery oriented image of the company;
  • Respond to team member inquiries consistently in a timely, accurate, and professional manner and demonstrate the ability to translate inquiry into a case management application during the interaction.  Accurately gauge the severity of the inquiry and escalate appropriately;
  • Collaborates effectively with others in order to execute tasks and fulfill key deliverables within the HRSS team;
  • Supports employee life-cycle administration in an HR operations environment including creation, update and maintenance of employee records;
  • Provides guidance to employees for updating demographic information such as address and phone number changes, accessing paycheck and PTO information, and escalating calls to other departments;
  • Performs transactions related to address and phone number updates in Lawson;
  • Assures accurate maintenance of HRIS records and forwards changes to applicable departments and/or team members;
  • Assures coverage of HRSS-related calls and maintains the tracking database;
  • Seeks to resolve issues or route to appropriate person for resolution;
  • Participates in an integrated work team as a responsible team member
  • Assists in the facilitation of the team process at TeamHealth by serving as an active member of the team. This includes attending all team related meetings; participating in developing and implementing center-wide and team goals; participating in problem-solving and decision making; supporting corporate and center management decisions; being flexible and adaptable to change; establishing trust and respect for other team members; placing team needs first; and by completing all necessary training
  • Follows the norms and guidelines established by the team for communication, production, efficiency, conflict resolution, decision-making, problem-solving, and interpersonal relations
  • Interacts frequently with HRIS, Payroll, Benefits, HR business partners and operators to ensure compliance and accuracy of policies

 

Job Requirements

QUALIFICATIONS / EXPERIENCE:

  • Associate degree with 1-2 years of related experience or equivalent;
  • Must be able to handle highly confidential and sensitive information;
  • Demonstrated proficiency in responding to team member requests, problem solving processing administrative transactions and level one case management for a variety of Human Resources areas;
  • Demonstrates good judgment and maintains confidentiality and privacy (Health Insurance Portability and Accountability Act (HIPAA) of 1996) of all personal, payroll or sensitive data in all interactions
  • Possesses up-to-date knowledge, skills, and experience to accomplish results and serve employees better
  • Strong interpersonal and customer service skills, with the ability to work both independently and as a part of a larger team;
  • Experience using case management / workflow tools, preferred;
  • Proficient with MS Office applications (Word, Excel, PowerPoint) and call center applications;
  • General knowledge of HR and company policies and procedures;
  • Demonstrates proficiency with technology required to complete assigned tasks;
  • Possess excellent communication and interpersonal skills, dependability and the ability to communicate with all levels in the organization required and a clear, pleasant telephone voice
  • Strong communication and organizational skills required
  • Adapts quickly to changes impacting both technical and non-technical processes, policies and procedures
  • Discretion / confidentiality a must, excellent judgment and discretion required in handling highly sensitive, privileged, confidential and/or non-public information in an appropriate manner
  • Integrates effectively with team members, seeking input/assistance as needed

SUPERVISORY RESPONSIBILITIES:

  • None

PHYSICAL / ENVIRONMENTAL DEMANDS:

  • Job performed in a well-lighted, modern office setting;
  • Occasional lifting/carrying (20 pounds or less);
  • Occasional standing/bending/stooping/reaching;
  • Prolonged sitting;
  • Prolonged work in a computer/PC;
  • Requires the ability to sit at a desk the majority of the time;
  • May be on the phone for up to 85% of working hours

DISCLAIMER:

The information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.