HR Connect Service Center Advisor

Yale New Haven Health•New Haven, CT

4h•Remote

About The Position

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. This position aligns with the HR Service Center in one of three areas: Benefits, Leave of Absence (LOA), or Onboarding/Talent Acquisition (TA).

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 with 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 a goal of resolving at first contact.
Manages to completion all activities associated with assigned cases or queries, including opening, escalating, reassigning, and closing cases within Service Level Agreements.
Updates the case management system with customer contact and case resolution details.
Coordinates with subject matter experts in system HR to resolve more complex issues.
Monitors the phone system to ensure sufficient coverage and maintain low call abandonment rates.
Provides accurate, consistent, and timely responses to HR standard policies, processes, and system requests.
Educates employees and managers on company practices and tools to encourage self-resolution.
Collaborates with vendors/carriers and key partners to resolve issues.
Supports employees by providing clear guidance on benefit programs, including medical, voluntary benefits, life insurance, and leaves of absence.
Explains health plan options, partners with benefits vendors, and ensures compliance with laws and regulations.
Assists employees with benefits enrollment, processes qualifying life event changes, and supports the annual open enrollment process.
Handles claim and eligibility issues through resolution, escalating more complex issues as needed.
Serves as a guide for employees navigating time away from work due to medical needs, family care, or personal reasons.
Reviews employee pay during leave periods to ensure accuracy and timely payment.
Partners with the FMLA vendor and internal stakeholders to resolve issues efficiently.
Provides assistance to applicants going through their onboarding experience, serving as a link between Talent Acquisition and candidates/new employees.
Supports candidates with onboarding tasks and system requirements in partnership with HRIS.
Helps develop and streamline processes for sign-on and referral bonus programs in partnership with Compensation and HRIS.
Assists Talent Acquisition when an employee on ADA is ready to return to work with restrictions requiring a new role.
Manages assigned benefits/LOA/disability/tuition tasks and back-end processes, including reports, invoices, and enrollment testing.
Coaches, develops, and mentors other team members.
Makes recommendations for updates and changes to the HRConnect knowledgebase articles.
Develops knowledge across all HR functional areas and stays up-to-date on organizational and policy changes.
Assists with and/or leads special projects, initiatives, or processes as needed.