HR Service Navigator — First-Contact Support

Beth Israel Lahey Health; Boston (MA); On-site; USD 41,000 - 48,000; Full time

Job summary

Beth Israel Lahey Health in Boston seeks an HR Customer Experience Associate to provide first-level HR triage and high-touch service. You will handle inquiries via phone, chat, and case management, ensuring compliance and timely solutions.

Collaborating with HR colleagues, you will triage, escalate when needed, and support day-to-day HR activities while promoting self-service options and contributing to ongoing process improvements across the organization.

Qualifications

• High School diploma or GED required.
• Bachelor's degree preferred.
• 1–3 years related work experience required.
• Organizing and prioritizing activities.
• Understanding of the HR function and elementary worker’s requests / HR lifecycle.
• Providing a unique candidate / worker experience.
• Experience with computer systems including MS Office applications.

Responsibilities

• Act as primary point-of-contact for HR inquiries via phone, chat, and case management tool.
• Delegates and escalates queries as appropriate, but remains responsible through completion.
• Track progress and provide continuous feedback to requestors on status of their queries.
• Support HR function and business lines with day-to-day HR-related requests and questions.
• Promote self-service system capabilities to resolve HR business requests quickly.
• Leverage documentation, FAQs, procedures, and policy content to resolve inquiries.
• Support integration of HR technologies and automation to improve user experience.
• Engage in continuous improvement processes to reduce inquiry volume.
• Research HR trends to develop a point of view on future capabilities.
• Support improvements to case and knowledge management tools and content.
• Assist with back-office activities such as onboarding/off-boarding, unemployment claims, visa tracking, verifications, records management, and special projects.

Skills

Organizing and prioritizing activities

Understanding HR lifecycle

Candidate/worker experience

Computer systems & MS Office

Education

High School diploma or GED

Bachelor's degree preferred

Job description

Beth Israel Lahey Health in Boston seeks an HR Customer Experience Associate to provide first-level HR triage and high-touch service. You will handle inquiries via phone, chat, and case management, ensuring compliance and timely solutions.

Collaborating with HR colleagues, you will triage, escalate when needed, and support day-to-day HR activities while promoting self-service options and contributing to ongoing process improvements across the organization.