HR Service Center Representative

LCS Lifespan Corporate Services d/b/a Brown University Health; United States; On-site; USD 48,000 - 79,000; Full time

Job summary

Brown University Health is seeking an HR Service Center Representative to be the frontline contact for employees seeking guidance on HR policies, benefits, payroll, and onboarding. You will deliver high-quality customer service and navigate HR processes with discretion.

Reporting to the Program Manager, HR Service Center, you will support managers with HRIS transactions, educate staff about benefits, and resolve issues promptly while maintaining confidentiality and data accuracy.

Qualifications

• Associate degree or equivalent experience required.
• Demonstrated experience in customer service, with a preference for human resources.
• Strong written and verbal communication skills.
• Critical thinking skills.
• Attention to detail.
• Willingness to learn and grow professionally.
• Demonstrated proficiency with Microsoft Office 365 applications.
• Experience with HR information systems preferred.
• Demonstrated understanding of HR policies and practices (preferred).
• Ability to maintain a high degree of confidentiality.

Responsibilities

• Address queries and concerns from employees regarding HR policies, benefits, procedures, and employment-related matters.
• Support department managers with HRIS transactions and/or recommend resources to assist managers in answering employment-related inquiries.
• Offer guidance and assistance to employees with HR-related tasks such as onboarding, enrollment in benefits programs, and updating personal information.
• Resolve issues or conflicts related to payroll, benefits, workplace policies, or any other HR-related matters in a timely and satisfactory manner.
• Use electronic case management tool, to ensure accurate and up-to-date records of employee interactions, inquiries, and issue resolutions for documentation and reporting purposes.
• Educate employees about company HR policies, procedures and programs, including any changes to the same
• Recommend self-service resources that employees can access easily.
• Assist employees with understanding and enrolling in various benefits programs such as health insurance, retirement plans, and wellness initiatives.
• Handle sensitive employee information with confidentiality and discretion, adhering to privacy regulations and company policies.
• Apply critical thinking and sound judgement to identify when an employee case should be escalated to a senior member of the team (Tier 2) or a subject matter expert (Tier 3)
• Clearly communicate expectations on next steps or response times to the employee.
• Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience.
• Use the HR information system to reference employee data or employment history.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Confidentiality

Attention to detail

Critical thinking

Willingness to learn

Education

Associate degree or equivalent experience

Tools

Microsoft Office 365

HRIS

Job description

SUMMARY

Reporting to the Program Manager, HR Service Center, the HR Service Center Representative serves as the frontline point of contact for employees seeking assistance with various HR-related inquiries and concerns. They provide high-quality customer service by addressing employee questions, resolving issues, and guiding individuals through HR processes and procedures. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

RESPONSIBILITIES

• Address queries and concerns from employees regarding HR policies, benefits, procedures, and employment-related matters
• Support department managers with HRIS transactions and/or recommend resources to assist managers in answering employment-related inquiries.
• Offer guidance and assistance to employees with HR-related tasks such as onboarding, enrollment in benefits programs, and updating personal information.
• Resolve issues or conflicts related to payroll, benefits, workplace policies, or any other HR-related matters in a timely and satisfactory manner.
• Use electronic case management tool, to ensure accurate and up-to-date records of employee interactions, inquiries, and issue resolutions for documentation and reporting purposes.
• Educate employees about company HR policies, procedures and programs, including any changes to the same
• Recommend self-service resources that employees can access easily.
• Assist employees with understanding and enrolling in various benefits programs such as health insurance, retirement plans, and wellness initiatives.
• Handle sensitive employee information with confidentiality and discretion, adhering to privacy regulations and company policies.
• Apply critical thinking and sound judgement to identify when an employee case should be escalated to a senior member of the team (Tier 2) or a subject matter expert (Tier 3)
• Clearly communicate expectations on next steps or response times to the employee.
• Ensure high levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive employee experience.
• Use the HR information system to reference employee data or employment history.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• EDUCATION: Associate degree or equivalent experience required.
• EXPERIENCE: Demonstrated experience in customer service, with a preference for human resources experience.
• Relevant transferable skills and/or education may be considered.
• Strong written and verbal communication skills.
• Critical thinking skills.
• Attention to detail.
• Willingness to learn and grow professionally.
• Demonstrated proficiency with Microsoft Office 365 applications.
• Experience with HR information systems preferred.
• Demonstrated understanding of HR policies and practices (preferred).
• Ability to maintain a high degree of confidentiality.
• Proven success in dynamic settings.
• SUPERVISORY RESPONSIBILITY: None.

PAY RANGE

Pay Range: $23.11-$38.16

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location

Location: Corporate Headquarters - 15 LaSalle Square Providence, Rhode Island 02903

Work Type

Work Type: M-F 8:30am-5:00pm

Work Shift

Work Shift: Day

Daily Hours

Daily Hours: 8 hours

Driving Required

Driving Required: No

As Rhode Island's largest health system and private employer, Brown University Health is the state's premier provider of health services and includes the only Level I Trauma Center for southeastern New England.

Today, more than 20,000 people work at Brown University Health and bring their unique skills, experiences, and compassion to their jobs every day.

Formed in 1994, Brown University Health is a not-for-profit health system based in Providence, RI comprising three teaching hospitals of The Warren Alpert Medical School of Brown University: Rhode Island Hospital and its Hasbro Children's; The Miriam Hospital; and Bradley Hospital, the nation’s first psychiatric hospital for children; Newport Hospital, Saint Anne's Hospital and Morton Hospital, community hospitals offering a broad range of health services; Gateway Healthcare, the state’s largest provider of community behavioral health care; and Brown Health Medical Group, the largest multi-specialty practice in Rhode Island.

Brown University Health is an equal opportunity employer that values diversity of cultural background, race, gender, age, religion, identity, ability, and perspectives - we are actively committed to a diverse workforce that represents the patients and community that we serve.

We are invested in creating a respectful, inclusive, and equitable environment that supports the holistic well-being of our employees and their families.

Join us and help build a healthier future for our patients - and for yourself.