Agent, Colleague Support, HRSS - Tier I Contact Center

Job TitleJob Description

Provides administrative service, support, navigation & / or solutions, in accordance with level of experience, education & established policies & procedures. Performs clerical functions including customer service (all communication methods), data entry, maintenance & organization of records. Supports key customers (e.g., management, colleagues, patients, vendors) in exceeding their expectations. Demonstrates the ability to deliver personalized care & service unique to the key customer's expectations / needs. Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions. Process Focus: Utilizes multiple system applications for data collection & management. Knows, understands & incorporates basic knowledge of Trinity Health policies, practices & processes to ensure quality, confidentiality & safety are prioritized. Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge. Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient & / or customer experience. Communication: Employs effective & respectful written, verbal & nonverbal communications; Develops an environment of mutual confidence & trust through collaborative relationships; Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses & / or escalates organizational, operational & / or team conflicts. Environment: Performs work in a caring, collaborative & safe manner. Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards. Accountable for continuous self-development & supporting the growth of others. Self-monitors & initiates corrections & / or seeks assistance or guidance when needed. Embraces new ideas & cultural differences. Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices. Functional Role (not inclusive of titles or advancement career progression) Deliver an exceptional colleague experience through high-quality, reverent, courteous, and empathetic service, reflecting our commitment to the ICARE values and ensuring colleagues feel genuinely valued and respected through phone interactions (Cisco system) and case management (Workday).Promote Tier 0 self-service by educating colleagues on available tools and resources. Accurately document all colleague interactions and resolutions in case management system, ensuring completeness, clarity and compliance with audit standards. Identify the root cause of colleague issues and maintain a solution-oriented mindset approach. Strive for first contact resolution wherever possible, while maintaining service level agreement (SLA) standards. Respond to HR inquiries related to benefits, payroll, leave administration, HRIS systems, and policy interpretation with accurate and complete information using knowledge of HRIS processes and understanding of downstream impact of transactions to benefits, pay and other areas. Serve as the primary resource for HR processes and systems within an assigned Pod (service team), maintaining up-to-date knowledge and documentation for supported ministries. Meet or exceed performance metrics, including quality scorecard ratings and phone availability standards. Demonstrate strong attention to detail and a commitment to customer excellence by building rapport and trust with colleagues. Efficiently use available resources to provide accurate and complete information to colleagues. Must be able to travel to the various Trinity Health sites 25% as needed.

Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. OccasionalExposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.). OccasionalExposure to or subject to noise, infectious waste, diseases & conditions. OccasionalExposure to interruptions, shifting priorities & stressful situations. FrequentAbility to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects. FrequentAbility to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise. Frequent Perform manual dexterity activities & / or grasping / handling. FrequentAbility to climb, kneel, crouch & / or operate foot controls. OccasionalUse a computer / other technology. Frequent Sit with the ability to vary / adjust physical position or activity. Frequent Maintain a safe working environment & use available personal protective equipment (PPE). Continuous Comply with applicable Code of Conduct, policies, procedures & guidelines. Continuous Ability to provide assistance in the event of an emergency. Occasional Direct Healthcare Services: Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. FrequentLift a maximum of 30 pounds unassisted. OccasionalUse upper & lower extremities, engage in bending / stooping / reaching & pushing / pulling. OccasionalWork indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous Encounter worksites (e.g., patient homes) or travel to worksites that may have variable internal & external environmental conditions. Continuous Perform work that involves physical efforts (e.g., transporting, moving, positioning & / or ambulating patients). Occasional Indirect Healthcare / Support Services: Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. FrequentLift a maximum of 30 pounds unassisted. Occasional Experience of long periods of walking / standing / stooping / bending / pulling & / or pushing. Occasional Encounter a clinical / patient facing / hands on interactive work environment. OccasionalWork indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous Work outdoors with variable external environmental conditions. Occasional Hourly pay ranges: $21.52 - $32.28 Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings.