HR Connect Service Center Advisor

Yale New Haven Health•New Haven, CT

2d•Remote

About The Position

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day. Responsible for resolving employee questions related to a wide variety of Human Resource benefits, practices and policies. Responsible for delivering outstanding customer service to the employees of YNHHS. See the third job responsibilities bullet below for the specific alignment of this position in the HR Service Center: Benefits, LOA or Onboarding/TA. EEO/AA/Disability/Veteran

Requirements

Graduation from high school, supplemented by college level business related course work, or equivalent.
Three (3) to five (5) years' experience in positions requiring in-depth knowledge of a variety of human resources policies and procedures, benefit programs (such as medical insurance, disability programs), payroll, or healthcare administration.
Excellent active listening, oral and written communication skills. Strong desire to deliver excellent customer service in a timely and efficient manner. Ability to solve problems. Ability to quickly establish credibility employees via phone and/or email. . Ability to effectively use a wide variety of technologies and systems. Ability to multi-task across different computer systems.

Responsibilities

Provides first point of contact support to incoming calls/emails/cases with goal of resolving at first contact. Responsible for managing to completion all activities associated with assigned cases or queries. Owns case management process, including opening cases (create a case for at least 60% of calls), managing escalation or reassignment where required, closing cases in accordance with Service Level Agreements, and updating case management system with customer contact and case resolution details. Coordinates with subject matter experts in system HR to resolve more complex issues, as required. As part of a service center, responsible for monitoring the phone system to be sure there is sufficient phone coverage to ensure low call abandonment rates and provide excellent customer service.
Provides accurate, consistent and timely responses to HR standard policies, processes, and system requests which are considered to be routine and require limited research. Escalates policy issues to Employee Relations as applicable. Also, educates employees and managers on company practices and tools (such as: intranet, ESS, infor, HRConnect knowledgebase, carrier sites) to encourage them to resolve questions on their own.
As the Benefits or Leaves or Onboarding/TA COE, works directly with and collaborates with vendors/carriers and key partners to resolve issues.
The Benefits Advisor supports employees by providing clear guidance on a variety of benefit programs, including medical and voluntary benefits, life insurance, and leaves of absence. Key responsibilities include explaining health plan options, partnering with benefits vendors, and ensuring compliance with applicable laws and regulations. The advisor assists employees with benefits enrollment, processes qualifying life event changes, and provides support throughout the annual open enrollment process. Handles claim and eligibility issues through resolution. More complex issues are escalated to the Sr. HRConnect Specialist or other departments within or outside of HR, as applicable. Responsible for all benefits including: PTO, Disability, Life Insurance, Medical, Dental, RX, Vision, Flexible Spending Accounts, HSA, HRA, Tuition Assistance, Voluntary, FMLA, COBRA.
The Leave of Absence (LOA) Advisor serves as a trusted guide for employees navigating time away from work due to medical needs, family care, or personal reasons. This role ensures employees feel informed and supported throughout the leave process. The LOA Advisor reviews employee pay during leave periods to ensure accuracy and timely payment, addressing any discrepancies that arise. In addition, the advisor partners closely with the FMLA vendor and internal stakeholders to resolve issues efficiently and provide a smooth, compliant leave experience. Handles claim and eligibility issues through resolution. More complex issues are escalated to the Sr. HRConnect Specialist or other departments within or outside of HR, as applicable.
The Onboarding/TA Advisor will provide assistance to applicants going through their onboarding experience by serving as a link between Talent Acquisition and candidates/new employees. This role partners closely with HRIS to support candidates with any questions or issues related to onboarding tasks and system requirements. In partnership with Compensation and HRIS, this role will help develop and streamline processes to ensure clarity, consistency, and efficiency for some of our sign-on and referral bonus programs and assist with the tracking of these bonuses. This role will also work closely with Talent Acquisition when an employee on ADA is ready to return to work but has restrictions that requires them to find another role within YNHHS.
Manages various assigned benefits/LOA/disability/tuition tasks and back-end processes as required. These processes include but are not limited to: benefit and tuition reports, invoices, open enrollment testing, notice of disability entry from the leave of absence vendor/administrator.
Coaches and develops, and mentors other team members.
In conjunction with other team members, makes recommendations for updates and changes to the articles in the HRConnect knowledgebase. Develops knowledge across all the HR functional areas by keeping abreast of organizational and policy changes; remains up to date on knowledge base changes.
Assists with and/or leads special projects, initiatives, or processes as needed