HR Service Coordinator

Albany Medical Center•Albany, NY

14d

About The Position

The HR Service Coordinator is the welcoming first point of contact for employees, candidates, new hires, visitors, and callers to Human Resources. The role combines professional front-desk coverage with knowledgeable first-level HR support. It resolves routine questions using approved policies, procedures, systems, and knowledge resources; identifies the nature and urgency of requests; and connects individuals with the appropriate HR subject matter expert when specialized guidance or decision-making is required. The coordinator supports employee onboarding, including Workday onboarding tasks, Form I-9 completion and document review, new-hire readiness, records administration, and follow-up. Success requires exceptional service, sound judgment, discretion, attention to detail, and initiative to anticipate needs and close service gaps. The position answers routine, fact-based questions when responses are addressed by approved policies, procedures, job aids, or system workflows. It does not independently interpret law, make eligibility or employment decisions, provide employee-relations advice, or promise outcomes. Sensitive, urgent, unfamiliar, or specialized matters are referred or escalated to the appropriate resource. The role may require access to sensitive information, including HIPAA Protected Health Information, and requires need-to-know access, minimum-necessary use and disclosure, and protection against unauthorized access or modification.

Requirements

Associate's degree in human resources, business, healthcare administration, or a related field is required; an equivalent combination of relevant education and experience may be substituted as appropriate.
Two years of customer-facing administrative or HR support experience is required.
Working knowledge of general HR practices and the employee lifecycle sufficient to answer routine questions accurately and recognize when escalation is required.
Experience with HR information systems and electronic onboarding.
Experience completing or supporting Form I-9 processes and handling confidential personnel information.
Proficiency with Microsoft Outlook, Word, Teams, and basic Excel functions.
Demonstrated service orientation, professional judgment, initiative, communication, accuracy, organization, confidentiality, discretion, composure, adaptability, and collaboration.

Nice To Haves

Experience in a busy, multi-site, healthcare, or similarly complex environment.
Proficiency with Workday is strongly preferred.

Responsibilities

Provide consistent front-desk coverage and create a warm, professional, and inclusive welcome for employees, applicants, new hires, vendors, and visitors.
Answer and route telephone calls, emails, walk-in questions, and service requests promptly and courteously.
Respond independently to routine questions about HR programs, policies, procedures, forms, Workday navigation, onboarding status, and assistance resources using current, approved information.
Ask clarifying questions, accurately document requests, assess urgency, and direct or warm-transfer matters to the appropriate HR subject matter expert.
Maintain awareness of HR team responsibilities, availability, escalation paths, service standards, and frequently requested resources.
Manage challenging interactions calmly, protect privacy, and involve a supervisor, Employee Relations, Security, or another designated resource when appropriate.
Guide new hires and managers through Workday onboarding tasks, deadlines, required information, and next steps.
Monitor onboarding progress, identify incomplete, overdue, or inaccurate tasks, follow up proactively, and escalate issues that could delay a start date or create compliance risk.
Complete authorized employer Form I-9 responsibilities in accordance with organizational procedures and federal requirements, including timely document review, accurate data entry, handling reverification needs, and secure recordkeeping.
Coordinate new-hire appointments, orientation logistics, badges or access requests, required forms, and handoffs to Payroll, Benefits, Talent Acquisition, Employee Health, IT, managers, and other partners.
Assist employees and managers with routine Workday navigation and basic access or workflow issues; route system defects, security-role questions, and complex transactions to the appropriate support team.
Maintain accurate onboarding trackers, employee records, and audit-ready documentation while safeguarding confidential and personally identifiable information.
Perform data entry, document indexing, scanning, filing, correspondence, scheduling, and other HR administrative transactions within assigned authority.
Maintain organized reception and shared HR service areas, current forms and reference materials, visitor procedures, and appropriate office supplies.
Track requests through completion, communicate status appropriately, and confirm handoffs have been received and resolved.
Identify recurring questions, bottlenecks, or confusing instructions and recommend improvements to FAQs, job aids, workflows, and the employee experience.
Support HR orientations, meetings, events, audits, special projects, and peak-volume activities as assigned.
Act as back-up to the Administrative Coordinator-Project Specialist in their absence.
Perform other related duties consistent with the role’s purpose and level of responsibility.
Escalate employee-relations complaints; harassment or discrimination concerns; accommodation or leave determinations; benefits eligibility disputes; payroll errors requiring research; policy exceptions or interpretation; union or labor matters; legal questions; safety threats; and other sensitive, urgent, or unfamiliar matters.