Employee Service Center (ESC) Representative

Sanford Health•Sioux Falls, SD

1d•Onsite

About The Position

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland. The Representative of the Employee Service Center will provide effective and efficient responses to inquiries from Sanford employees, candidates, contractors/vendors, retirees, dependents, beneficiaries, etc. regarding Human Resources and payroll policies and procedures. This position operates Monday through Friday from 8:30am-5:00pm. While not remote initially, options for occasional flexible location may be available after 6 months, provided all ESC expectations are met. Sanford Health is headquartered in Sioux Falls, South Dakota, has 53,000 employees, and serves over 2 million patients and nearly 425,000 health plan members across the upper Midwest. The integrated nonprofit health system includes a network of 56 hospitals, 288 clinic locations, 147 senior care communities, 4,000 physicians and advanced practice providers, and nearly 1,500 active clinical trials and studies. Good Samaritan, one of the nation’s largest nonprofit providers of senior care and services, is also part of Sanford Health, serving 10,000 seniors with a full continuum of care.

Requirements

High school diploma or equivalent
A minimum of one year experience in providing customer service
Entry level knowledge of general Human Resources transactions
Working knowledge of Human Resources Service center operations
General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange)
General organizational and problem solving skills
Ability to deliver high quality customer service consistently in a professional manner
Ability to follow strict policy guidelines
Ability to deal effectively with dissatisfied customers
Strong communication skills
Ability to deal with ambiguity
Flexibility to accommodate staff scheduling changes
Strong customer service focus
Strong interpersonal and listening skills
Ability to handle multiple customer requests in a timely manner
Attention to detail (particularly with entering data)
Ability to follow standard operating procedures and scripts

Nice To Haves

Bachelor's degree

Responsibilities

Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone calls and/or cases to a lead, Supervisor, or Center of Expertise (COEs) as needed
Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests while showing patience, empathy, compassion, and sincerity, while streamlining service delivery, and identifying next steps
Partner with other HR Departments and payroll as needed to coordinate on inquiries requiring transaction processing
Promote the usage of self-service to employees as appropriate
Provide end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable
Guide customers in the effective use of self-service to submit inquiries, update personal data, manager separations, and research Human Resources policies and procedures
Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries
Highlight opportunities to address common improved knowledge management system content and improved case management methodologies
Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures
Follow all Employee Service Center policies, processes, and guidelines