Human Resources Contact Center Associate - Jefferson Health

Jefferson Health; Philadelphia (Philadelphia County); On-site; USD 42,000 - 62,000; Full time

Job summary

Jefferson Health is seeking an Human Resources Contact Center Associate in Philadelphia to serve as the frontline for employee and manager HR inquiries across benefits, payroll, onboarding, policies, and HR systems. You will assist via phone, chat, and case management, delivering first-contact resolution and escalating as needed.

The role requires strong customer service skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• High School Diploma or GED required.
• 1–3 years in HR, customer service, or contact center environment.
• Strong customer service and communication skills.
• Ability to handle high-volume inquiries with accuracy and professionalism.
• Basic understanding of HR processes and employee lifecycle.
• Ability to follow standardized processes and use knowledge tools effectively.

Responsibilities

• Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems.
• Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy.
• Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service).
• Document all interactions in case management systems, ensuring completeness and accuracy.
• Triage and route complex inquiries to Tier 2 or 3 teams with documentation and context.
• Meet SLAs and quality standards; ensure privacy and audit compliance.
• Utilize knowledge base tools and contribute feedback to improve content accuracy.
• Stay current on HR policies and system updates to provide accurate guidance.
• Deliver a high-quality, customer-focused experience with empathy.
• Collaborate with team members to identify trends and improve service delivery.

Skills

Customer service experience

Communication skills

Attention to detail

Documentation accuracy

Education

High School Diploma/GED

Bachelor’s Degree in HR/Business/IS/Data Analytics

Tools

Workday

Knowledge base tools

Job description

Human Resources Contact Center Associate - Jefferson Health### Human Resources Contact Center Associate - Jefferson HealthApply: Philadelphia, PA: Full time: Posted Today: REQ-0039665**Number of Positions In Requisition**1**Job Details**The Human Resources Contact Center Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels. Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale.**Job Description** **Summary** The Human Resources Contact Center Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels.Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale. **Job Duties*** Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems* Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy* Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service)* Document all interactions in case management systems, ensuring completeness and accuracy* Triage and route complex or specialized inquiries to Tier 2 or Tier 3 teams with appropriate documentation and context* Meet established service level agreements (SLAs), quality standards, and productivity expectations* Ensure compliance with HR policies, data privacy standards, and audit requirements* Utilize knowledge base tools and contribute feedback to improve content accuracy and usability* Stay current on HR policies, processes, and system updates to ensure accurate guidance* Deliver a high-quality, customer-focused experience through professional communication and empathy* Collaborate with team members and supervisors to address trends, improve service delivery, and share knowledge **Minimum Qualifications*** High School Diploma/GED* 1 year to 3 years of experience in HR, customer service, or contact center environment* Strong customer service and communication skills* Ability to handle high-volume inquiries with accuracy and professionalism* Basic understanding of HR processes and employee lifecycle* Ability to follow standardized processes and use knowledge tools effectively* Strong attention to detail and documentation accuracy* Ability to manage multiple priorities in a fast-paced environment **Preferred Qualifications*** Bachelor’s Degree in Human Resources, Business, Information Systems, Data Analytics, or related field.* Experience in high-volume, service-oriented roles **Additional Qualifications** **Physical Demands** Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, \\*patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR. Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.**Work Shift**Workday Day (United States of America)**Worker Sub Type**Regular**Employee Entity**Thomas Jefferson University**Primary Location Address**1101 Market, Philadelphia, Pennsylvania, United States of AmericaNationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years. Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. **Benefits**Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.For more benefits information, please click here### Why work here?In keeping with Jefferson's Mission, We Improve Lives, it is our goal to recruit, retain, develop and reward highly-qualified employees. If you are enthusiastic, caring and dedicated to service excellence, we invite you to consider joining Jefferson. Jefferson encourages its employees to expand their knowledge and develop their careers through growth opportunities and continuing education.### About UsWith a long standing history, Jefferson has been advancing the medical field from the heart of Center City Philadelphia for nearly 200 years. Our Mission, *We Improve Lives*, expands to every corner of the organization. From our weekly farmer’s market, to our new Jefferson Accelerator Zone for innovation, our employees’ passion for the community is evident by the daily gestures towards our patients, students and each other.