HR Service Delivery Partner - Lorain Hospital

Mercy Health BSMH • Lorain, OH

2d • Onsite

About The Position

The HR Service Delivery Partner serves as a central escalation point for associates, managers, and executive leaders addressing Human Resources service issues at the market level. 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 requires working onsite every day at a Bon Secours Mercy Health location. Working conditions include a general office environment, possible periods of high stress and fluctuating workloads, potential exposure to physical altercations and verbal abuse, occasional car travel to off-site locations in adverse weather, prolonged periods working alone, and periods of constant interruptions.

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 BSMH location.
• Ability to travel by car to off-site locations occasionally.

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 communications from associates dissatisfied with HR services; listen empathetically, gather information to investigate each complaint, and provide a follow-up timeline.
• Develop and maintain working relationships with market managers to facilitate resolution of associate issues and concerns.
• Develop and maintain working relationships with HR operational and Center of Excellence leaders to expedite issue resolution and identify root causes when needed.
• Convene resolution response teams as required, develop execution plans, and track progress toward completion.
• Propose solutions to associate problems and inquiries by understanding company policies, procedures, products, services, and operations, and by accurately collecting relevant information from available sources.
• Provide status updates on HR service metrics and service issues to market executive teams.
• Exhaust efforts to prevent further escalations to management.
• Conduct rounds to 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. Benefits may vary based on market and employment status.

What This Job Offers

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