People Experience Representative I - (In Office)

American Addiction Centers; South Carolina; On-site; USD 3,485,000 - 5,228,000; Full time

Benefits offered by this job

Paid Time Off programs

Health and welfare benefits (medical,

Flexible Spending Accounts

Family benefits

Defined contribution retirement plans

Educational Assistance Program

Job summary

Advocate Health in Charlotte, NC, is seeking an HR Service Center Specialist to handle inquiries via phone, web, or email and resolve issues on first contact. This in-office role supports a busy People & Culture Shared Services team and collaborates with COE and HRIS to meet SLAs.

The ideal candidate has a Bachelor’s degree in HR or related field and 1 year of HR experience (or 5 years in customer service), with strong communication and MS Office skills for efficient case handling.

Qualifications

• Bachelor’s degree in HR, Business, or related field.
• 1 year of experience in HR or 5 years in customer service.
• Strong interpersonal and communication skills.
• Proficiency with Microsoft Office and HR systems.

Responsibilities

• Respond to inquiries in the HR Service Center via phone, website, or email.
• Resolve issues on first contact and escalate complex matters as needed.
• Document incoming calls using a case management tool.
• Escalate issues to COE/HRIS teams to meet service levels.
• Maintain and improve service quality by following procedures and guidelines.

Skills

Patience

Active listening

Solution-focused

Customer service

Communication

Microsoft Office

HRIS systems

Case management

Knowledge management

Education

Bachelor’s Degree in HR, Business, or related field

Tools

HRIS systems

Case management tool

Knowledge management tools

Job description

Department

14200 Enterprise Corporate - People & Culture Shared Services

Status

Full time

Benefits Eligible

Yes

Hours Per Week

36

Schedule Details/Additional Information

In Office Charlotte - Golf Acers

Pay Range

$25.30 - $37.95

Major Responsibilities

Driven by a passion for service and delivering exceptional customer experiences. Consistently demonstrates patience, active listening, and a solutions-focused approach to address needs effectively.

Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries which contributes to the timeliness of resolution.

Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.

Responsible for resolving issues upon first contact and escalating more complex matters as needed.

Documents incoming calls using a case management tool to resolve issues within identified service level agreements.

Proactively escalates issues to People Operations Specialist and COE teams and HRIS team on the customer’s behalf to ensure the service levels are met.

Confidently resolves routine issues with efficiency and sound judgement, while recognizing when to elevate more complex situations to ensure timely and effective solutions.

Consistently achieves performance metrics and upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.

Effectively explains processes in a simple, understandable manner and ensures teammates stay informed through consistent and collaborative communication.

Adheres closely to established procedures while maintaining a strong focus on accuracy and quality to ensure thorough and consistent case handling.

Achieves high teammate satisfaction and service quality scores

Offer guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional.

Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience whether physicians, leaders, or colleagues –ensuring clarity and professionalism.

Driving impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset.

Licensure, Registration, and/or Certification Required

None Required.

Education Required

Bachelor’s Degree (or equivalent knowledge) in HR, Business, or related field.

Experience Required

Typically requires 1 years of experience in human resources or 5 years in customer service.

Knowledge, Skills & Abilities Required

Passionate about service and delivering exceptional experiences. Demonstrates patience, active listening, and a solutions-oriented attitude.

Resolves routine issues confidently and escalates when appropriate.

Explains processes simply and keeps teammates informed.

Ability to identify the root cause of a problem and recognize gaps to bring resolution.

Consistently achieves performance metrics and ensures case quality.

Ability to identify and /implement process improvement opportunities

Achieves high teammate satisfaction and service quality scores.

Demonstrates knowledge and understanding of Human Resources functions to support COE and overall HR Teams.

Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.

Detailed oriented with ability to effectively work well with others in a fast-paced environment and with colleagues.

Physical Requirements and Working Conditions

This position requires travel so it will be exposed to road, weather and travel hazards.

Operates all equipment necessary to perform the job.

Exposed to normal office environment.

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 CommitmenttoYou

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:

• 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.