Job Title 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. Functional Role Delivering the Colleague Experience Deliver an exceptional colleague experience through high-quality, reverent, courteous, and empathetic service, reflecting our commitment to the organization's mission and values and ensuring colleagues feel genuinely valued and respected through case management and phone interactions as appliable. Provide first point of contact resolution, while maintaining SLA standards for colleague inquiries where applicable. Utilizes case management technology to accurately track and log issues and notes for cases assigned under stringent Legal Department requirements Willingness to learn complimentary functions and processes related to Records, Employment Administration and Benefits to ensure seamless colleague support, business continuity and flexibility within the team. Respond to HR inquiries related to records and employment 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. Provide reliable, independent and team centric support for the teammates while meeting established weekly performance metrics, quality and accuracy standards. Must be able to travel to the various Trinity Health sites 25% as needed. Continuous Learning and Process Improvement Identify opportunities for process enhancements and contribute to the development and implementation of improvements Engage in ongoing learning and development to stay current with HR policies, systems, and best practices. Maintain collaborative relationships with health ministry partners and Centers of Expertise (COE) to support business objectives and facilitate efficient management of assignments. Demonstrate flexibility by learning new systems, following updated workflows, and helping peers through transitions. As proficiency increases, independently manage more complex cases, mentor peers, contribute to process improvements, contribute to continuous improvement efforts and support cross functional work Records: Hybrid work environment requires on average 2 days a month in office at System Office Livonia, MI to process USPS mail. Works under the supervision of Manager imaging colleague documents in accordance to established HR Records Management policies and regulations. Responsible for conducting document analysis by receiving and reviewing employee documents for accuracy, completeness, proper authorizations, and determine appropriate entry in HR Systems for records utilizing forms mapping tool and established department procedures. Perform advanced document handling using Adobe Acrobat, including extracting, combining, redacting, and manipulating PDFs to support operational needs, ensure compliance, and maintain confidentiality. Completes intake process of all unemployment questionnaires system wide Handles inquires, uses job aids and knowledge resources, escalates complex cases as appropriate. Communicates regularly with internal/external customers (Ministry, Boards, Vendors, etc) for all verification of employment requests for current or former colleagues
Minimum Qualifications:
Associate's degree or equivalent experience Minimum 1+ years of progressive experience in a high-volume customer support role work environment Demonstrated proficiency in Adobe, Workday, UKG, Cisco or similar HRIS and Contact Center systems.
Additional Qualifications:
(nice to have) Experience in HR Shared Services environment, Talent Acquisition, Recruitment, Benefit and/or Onboarding preferred. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) HR Certification from an accredited body High-volume HR Shared Services environment, including employment administration and/or benefits administration 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. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
