HR Service Center Lead: Elevate Caregiver Experience & Ops

PeaceHealth; Vancouver (WA); On-site; USD 58,000 - 87,000; Full time

Benefits offered by this job

Medical, Dental, Vision

403(b) retirement plan with employer 6

Paid time off

Life and disability insurance

Tuition assistance

Wellness program & EAP

Job summary

PeaceHealth is seeking a HR Service Delivery Supervisor to lead the HR Service Center, overseeing daily operations, escalations, and caregiver experience with a focus on service, efficiency and accuracy. You will mentor the team to deliver excellent customer service, apply data-driven improvements, and ensure compliance with regulatory requirements.

The role requires a Bachelor's degree and 3+ years in HR, with 2+ years of leadership.

Qualifications

• Bachelor's Degree or a combination of education and professional experience that provides the incumbent with the requisite knowledge, skills and ability to successfully perform the job.
• Minimum of 3 years Human resources experience, which includes previous experience as an HR Consultant or HR partner.
• Minimum of 2 years progressively responsible leadership or lead experience preferred.

Responsibilities

• Oversee daily operations of the HR Service Center including Tier 1 HR service center case management and centralized HR transaction processing/support, ensuring timely, accurate, and high-quality service delivery with established SLAs.
• Supports the development and/or enhancement of Service Level Agreements (SLAs), performance metrics, and quality controls for the HR Service Center to drive improvement and service recovery.
• Coordinates and proactively partners with operational customers and HR teams to meet workforce needs and challenges; optimizes alignment of services provided and develops recommendations and action plans for improvement.
• Develops and/or leads training to equip caregivers with current, relevant information, enabling self-service and effective HR support. Serves as subject matter expert for HR Service Center processes and support. Evaluate team competency and implement performance improvement plans while providing meaningful, constructive feedback.
• Collaborates with leadership to develop and enhance policies, procedures, and service delivery practices. Supports the creation and communication of knowledge base content, job aids, and FAQs for both caregivers and HR Service Center staff.
• Analyzes HR service center performance trends and case resolution data to identify areas for improvement and implement solutions that improve first call resolution and overall service effectiveness.
• Performs other duties as assigned.

Skills

HR operations

Team leadership

Customer service

Communication

Problem solving

Data analysis

Policy development

Education

Bachelor's degree

Job description

PeaceHealth is seeking a HR Service Delivery Supervisor to lead the HR Service Center, overseeing daily operations, escalations, and caregiver experience with a focus on service, efficiency and accuracy. You will mentor the team to deliver excellent customer service, apply data-driven improvements, and ensure compliance with regulatory requirements.

The role requires a Bachelor's degree and 3+ years in HR, with 2+ years of leadership.