HR Service Representative 2, Specialist

Beth Israel Lahey Health•Charlestown, MA

32d•$30 - $35•Hybrid

About The Position

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.Provides tier 2 HR triage and high touch customer service while ensuring compliance standards are met.Hybrid schedule, onsite in Charlestown Tuesday and Wednesday.The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.Job Description:Primary Responsibilities:

Requirements

High School diploma or GED required. Bachelor's degree preferred.
1-3 years related work experience required.
Organizing and prioritizing activities
Understanding of the HR function and elementary worker¿s requests / HR lifecycle
Providing a unique candidate / worker experience
Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Responsibilities

Act as primary point-of-contact for HR inquiries (via phone, chat, and case management tool), identifying and delivering solutions to workers and leadership (essential)
Delegates and escalates queries as appropriate, but remain responsible through completion. Partner with your HR colleagues to learn the HR framework and its workstream processes, building a firm understanding of how-to intake, respond, and escalate inquiries from internal clients (essential)
Track progress, and provide continuous feedback to requestors on status of their queries, Provide support the HR function and business lines by aiding the workers with their day-to-day HR-related requests and questions. (essential)
Ensures a positive worker experience by proactively seeking information, as well as promote self-service system capabilities, to resolve HR business requests quickly (essential)
Leverage end-to-end process documentation, FAQs, procedures, policies, and other knowledge article content to resolve inquiries (essential)
Support the integration of innovative HR technologies and system automation to improve the user experience and streamline administrative processes (essential)
Engage in and drive overall continuous improvement processes (e.g., to reduce inquiry volume and improve service) (essential)
Research HR trends and insights to develop a point of view on capabilities required to support program efficiency and effectiveness in the future (essential)
Support identifying improvements to case and knowledge management tools and content (essential)
When not addressing customer inquiries, you will support routine back-office administrative activities such as license/certification verification, onboarding and off-boarding processes, unemployment claims, track visas, employment verifications, records management, and assist with special projects (essential)