Human Resources (HR) Service Delivery Partner - Southside Regional Medical Center

Bon Secours Mercy Health • Richmond, VA

5d • Onsite

About The Position

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 This is a fully on-site role based at Southside Regional Medical Center in Petersburg, VA. Willing to report to other facilities as needed, including Richmond Community Hospital and St. Mary’s Hospital (Richmond). Work Schedule: Monday–Friday, 8:00 AM–5:00 PM SUMMARY Accessible to associates, managers and executive leaders as a central escalation point for managing response and resolution for all HR service issues occurring at the market level; collaborates with HR functional, system and operational leaders to identify root cause and resolution pathway to prevent recurrence of issues; effectively communicates status and response for escalated service issues to market associates and leaders.

Requirements

• Education: Required - Bachelors in relevant field (Business Administration; Healthcare; etc)
• Experience: Required - Minimum of 5 years customer service experience in HR-related discipline
• Skills: Active listening, Persuasion, Persistence; Communication; Problem Solving; Critical thinking; Organization; Conflict Resolution; Detail Oriented; Time Management
• WORKING CONDITIONS Onsite - Required to work at a BSMH location Associates are on-site every day. 100% of time on-site.
• Periods of high stress and fluctuating workloads may occur.
• General office environment.
• May be exposed to physical altercations and verbal abuse.
• Required to car travel to off-site locations, occasionally in adverse weather conditions.
• Prolonged periods of working alone.
• May have periods of constant interruptions.

Nice To Haves

• Preferred - Masters
• Licensure/Certifications: Preferred - Professional HR Certification (PHR / SPHR / SHRM-CP / SHRM_SCP)
• Preferred - Executive level communication experience, healthcare experience, Workday, Service Now experience preferred

Responsibilities

• Receive and respond to communications from associates expressing dissatisfaction with HR services; listen empathetically; gather sufficient information from the associate to investigate the nature and seriousness of each complaint; provide timeline for follow up
• Develop and maintain a good working relationship with market managers to facilitate the resolution of associate issues/concerns
• Develop and maintain good working relationships with HR operational and COE leaders to expedite resolution of issues and identify root cause when necessary
• Convene as required resolution response teams, build execution plans and track progress toward completion
• Propose solutions to problems/inquiries from associates by maintaining a thorough understanding of company policies, procedures, products, services and operations and accurately collecting relevant information through all sources
• Provide status updates on HR service metrics and service issues to market executive teams
• Exhaust all efforts to prevent further escalations to management
• Round to continuously improve utilization of HR service channels and tools, and provide training where gaps exist

Benefits

• What we offer
• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts
• Paid time off, parental and FMLA leave, shot- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support
• Benefits may vary based on the market and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees