People Experience Rep I (PRN)

600 Advocate Health, Inc.; Charlotte (NC); Remote; USD 34,000 - 52,000; Part time

Job summary

Advocate Health is seeking a People Experience Representative to join our HR Service Center. This PRN, 40-hour per week role operates in a fast-paced environment, offering remote work options for many states.

Responsibilities include guiding teammates and leaders on HR policies, resolving routine inquiries, and recording cases with accuracy. Qualified candidates have a Bachelor’s in HR or related field, strong communication, problem-solving skills, and proficiency in MS Office and HR systems.

Qualifications

• Bachelor's degree in Human Resources, Business, or a related field, or equivalent combination of education and experience.
• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Experience in a fast-paced, customer-focused environment and problem-solving abilities.
• Proficiency with Microsoft Office and HR technology platforms.

Responsibilities

• Deliver exceptional customer service to teammates, leaders, and HR partners via phone, email, and web channels.
• Respond to inquiries using HR procedures, ERP systems, and knowledge resources; resolve routine inquiries at first contact when possible.
• Document inquiries and resolutions in case management tools and meet SLAs.
• Collaborate with People Operations, COEs, and HRIS teams to ensure timely resolution.

Skills

Communication

Problem solving

Root cause analysis

Organizational skills

MS Office

Education

Bachelor's degree in Human Resources, Business, or related field

Tools

HRIS systems

Case management systems

Knowledge management systems

Job description

Department: 14200 Enterprise Corporate - People & Culture Shared Services Status: Part time Benefits Eligible: No Hours Per Week: 0 Schedule Details/Additional Information: This is a PRN position that will work 40 hours per week. Please note that this role is not benefits eligible. Core business hours 7:00 am - 4:30 pm CST Remote Role Approved remote states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL (ONLY Midwest), IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY. Pay Range: $25.30 - $37.95

Join Us in Redefining Care At Advocate Health, we're committed to creating exceptional teammate experiences by providing responsive, high-quality support across every stage of the employment journey. We are seeking a customer-focused People Experience Representative to join our team and serve as a trusted resource for teammates, leaders, and HR partners across the organization. This opportunity is ideal for an individual who is passionate about service, enjoys problem-solving, and thrives in a fast-paced environment where delivering a positive customer experience is a top priority.

About This Opportunity

The People Experience Representative serves as a key member of the HR Service Center team, responding to teammate and leader inquiries while providing accurate guidance on HR policies, processes, systems, and programs. This role is responsible for resolving routine inquiries, documenting cases, escalating complex issues as needed, and ensuring a seamless and positive customer experience. This is a PRN position that will work 40 hours per week. Please note that this role is not benefits eligible.

What You'll Do

Deliver exceptional customer service through every interaction with teammates, leaders, physicians, and HR partners. Respond to escalated inquiries received through phone, email, and web-based channels utilizing available tools and resources. Utilize HR procedures, policies, ERP systems, and knowledge resources to accurately answer questions and resolve issues. Resolve routine HR inquiries at first contact whenever possible and escalating complex matters appropriately. Document inquiries and resolutions using case management tools while meeting established service level agreements (SLAs). Partner with People Operations, Centers of Excellence (COEs), and HRIS teams to ensure timely resolution of teammate concerns. Explain HR processes, policies, and tools in a clear, easy-to-understand manner. Maintain a strong focus on accuracy, quality, and compliance while adhering to established procedures. Monitor and achieve performance metrics related to quality, productivity, resolution times, and customer satisfaction. Build trust and credibility with a diverse group of stakeholders across the organization. Identify root causes of issues and recommend process improvement opportunities that enhance service delivery. Support a culture of operational excellence through collaboration, process optimization, and continuous improvement initiatives. Foster positive and professional interactions that contribute to high teammate satisfaction and engagement.

What You'll Bring

Bachelor's degree in Human Resources, Business, or a related field, or equivalent combination of education and experience. One year of Human Resources experience preferred, or five years of customer service experience. Passion for delivering exceptional customer service and teammate experiences. Strong verbal and written communication skills with the ability to explain complex information clearly. Demonstrated problem-solving and critical-thinking abilities. Ability to identify root causes and effectively navigate issues to resolution. Strong organizational skills and attention to detail. Experience working in a fast-paced, customer-focused environment. Proficiency with Microsoft Office and technology platforms, including HR, case management, and knowledge management systems. Ability to work independently while also collaborating effectively across teams.

Preferred Previous experience within an HR Service Center, Shared Services, or Human Resources environment. Experience supporting HR systems, employee inquiries, or case management processes. Knowledge of HR operations, policies, and employee lifecycle processes. Experience identifying and implementing process improvement opportunities.

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation's largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care