HR Shared Services Specialist (Temporary) - UnityPoint Health

Essential Functions/Responsibilities:

Essential functions are the duties and responsibilities that are essential to the position (not a task list).  o not include if less than 5% of work time is spent on this duty.  Be specific without giving explicit instructions on how to perform the task.  Do not include duties that are to be performed in the future.  Duties should be action oriented and avoid vague or general statements. 

% of Time

(annually)

Customer Service

·         Answer and respond to incoming phone calls in adherence with AskHR protocol and service standards.  May respond to cases through case management software, web chat, etc. and make outbound calls as assigned.

·         Provide assistance to managers and employees with time-sensitive requests, such as timecards, HRIS (Lawson) navigation, etc.

·         Provide first-level assistance to managers and employees with HRIS self-service tools.

·         Assists employees and managers in all stages of the employee life cycle (onboarding, job changes, retirement, etc.), and able to provide reference to various company policies and procedures regarding a variety of situations.

·         Serve as a first contact to answer employee questions about company correspondence and clarify any company communications and policies

 75%

Departmental Support

·         Initiate contact or makes referrals to the appropriate resource for situations that require specific attention or on behalf of other HR Centers of Excellence (CoE).

·         Participate in and share expertise during team meetings and training sessions.

·         Advocates for employees and facilitates escalated inquiries with HR Business Partner or Centers of Excellence as needed.

·         Assist in the expansion of self-service tools.

10%

Research

·         Conduct routine research to resolve submitted cases by clarifying company policy/practice or regulations.  May assist with more complex research as assigned.

·         Determines and addresses any unstated needs and anticipates additional considerations and questions. Recognizes when escalation of a situation is necessary.

 5%

Basic UPH Performance Criteria         

·         Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.

·         Demonstrates ability to meet business needs of department with regular, reliable attendance.

·         Employee maintains current licenses and/or certifications required for the position.

·         Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.

·         Completes all annual education and competency requirements within the calendar year.

·         Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse.  Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff.  Takes appropriate action on concerns reported by department staff related to compliance.

10%