HR Service Delivery Partner - Lorain Hospital

Bon Secours Mercy Health • Lorain, OH

2d • Onsite

About The Position

The HR Service Delivery Partner serves as a central escalation point for associates, managers, and executive leaders to manage responses and resolutions for market-level Human Resources service issues. The role collaborates with HR functional, system, and operational leaders to identify root causes, determine resolution pathways, and help prevent recurring issues. It communicates the status and response for escalated service issues to market associates and leaders.

The position is based onsite at a Bon Secours Mercy Health location, with associates onsite every day. The work takes place in a general office environment and may involve high-stress periods, fluctuating workloads, prolonged periods working alone, and frequent interruptions. The role may involve exposure to physical altercations or verbal abuse and occasional car travel to off-site locations, sometimes in adverse weather conditions.

Requirements

• Bachelor’s degree in a relevant field, such as Business Administration or Healthcare.
• At least 5 years of customer service experience in an HR-related discipline.
• Skills in active listening, persuasion, persistence, communication, problem solving, critical thinking, organization, conflict resolution, attention to detail, and time management.
• Ability to work onsite every day at a Bon Secours Mercy Health location.
• Ability to travel by car to off-site locations as required.

Nice To Haves

• Master’s degree.
• Professional HR certification such as PHR, SPHR, SHRM-CP, or SHRM-SCP.
• Executive-level communication experience.
• Healthcare experience.
• Workday experience.
• ServiceNow experience.

Responsibilities

• Receive and respond to associates expressing dissatisfaction with HR services; listen empathetically, gather information to investigate complaints, and provide a follow-up timeline.
• Develop and maintain working relationships with market managers to facilitate resolution of associate issues and concerns.
• Work with HR operational and Center of Excellence leaders to expedite issue resolution and identify root causes when necessary.
• Convene resolution response teams as needed, develop execution plans, and track progress toward completion.
• Propose solutions to associate problems and inquiries by maintaining knowledge of company policies, procedures, products, services, and operations and accurately gathering relevant information.
• Provide updates on HR service metrics and service issues to market executive teams.
• Make every effort to prevent further escalations to management.
• Continuously improve use of HR service channels and tools, and provide training where gaps exist.

Benefits

• Competitive pay, incentives, referral bonuses, and a 403(b) with employer contributions when eligible.
• Medical, dental, vision, and prescription coverage; HSA/FSA options; life insurance; mental health resources; and discounts.
• Paid time off, parental and FMLA leave, short- and long-term disability, and backup care for children and elders.
• Tuition assistance, professional development, and continuing education support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level