HR Service Center Representative I

Cleveland Clinic

3d•Remote

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Job Details This position is open to residents of Northeast Ohio Only. This is a structured call center position working from home. You will be on the phone 8 hours per day, with scheduled breaks during the day. Join a team of caregivers where you'll play a vital role in supporting our caregivers and fostering a positive work environment. As an HR Service Center Representative I, you'll engage with caregivers, candidates, retirees, and hiring managers—serving as the first point of contact for HR-related inquiries. You’ll utilize your attention to detail, curiosity, and a teacher mentality to provide accurate information, resolve issues, and guide customers through our HR systems. Success in this role requires discipline, the ability to work effectively from home, and a passion for being part of a collaborative team. With the support of a dedicated leadership team and a range of tools at your disposal, you’ll be a part of a team who supports up to 700 caregivers daily, helping them navigate HR processes and systems. A caregiver in this position remote days with a Northeast Ohio homebase works from 8:30 a.m. – 5:00 p.m. Orientation will be in person at Cleveland Clinic's Administrative Campus in Beachwood, Ohio, for the first day. You will complete online learning modules from our Beachwood offices. All remaining training will be conducted virtually during a 30-60 day period.

Requirements

High School Diploma/GED and two years of customer service experience OR Bachelor’s or Master’s Degree
Proficiency in Operational Excellence, general word processing, spreadsheets, HR systems and call center technology tools
Ability to perform work in a stationary position for extended periods.
Ability to travel throughout the hospital system.
For some roles, ability to travel to other locations, including international travel.
Ability to operate a computer, audio visual and other office equipment.
Ability to communicate and exchange accurate information, including the ability to deliver any applicable training in person and virtually.
In some locations, ability to move up to 25 lbs.
Follows Standard Precautions using personal protective equipment.

Nice To Haves

Bachelor’s or Master’s Degree
Project Management or Account Management experience
Applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline

Responsibilities

Provide first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems.
Maintain customer contact until request is resolved, including informing customer of status and resolution.
Provide accurate, consistent and timely responses to HR process, system and policy requests considered routine requests and require limited research.
Perform basic administration processing and approval of transactions, data input and verification of required documentation.
Utilize knowledge base tool to provide consistent answers to customers.
Educate caregivers on company practices and tools (e.g., HR Portal, ESS, MSS, etc.) to encourage caregivers to resolve questions on their own.
Refer complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required.
Provide document support by managing incoming and outgoing forms, information, as necessary.
Identify and resolve the caregiver issues and anticipate future needs by explaining/suggesting/providing additional information needed to successfully perform duties.
Meet key performance measures such as first call resolution, average answer speed, and call quality.