LOA Specialist II - Human Resources Shared Services - FT - Days - MHS - Memorial Healthcare System
Miramar, FL
About the Job
Location:
Miramar, Florida
At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
Summary:
The HR Shared Services Tier 2 Specialist is responsible for analyzing and answering escalated and complex HR related inquiries. This role is responsible for ensuring effective execution of HR transactions to support both employees and HR professionals. The Tier 2 Specialist will carry out complex HR processes such as Benefits, FMLA reporting, and other escalated queries from Tier 1 (first line employee support) as well as a liaison to resolution of inquiries with local HRBPs, HRIS, COEs.
Responsibilities:
Responsible for maintaining all compliance requirements of dedicated HR Shared Service processes.
Troubleshoots and resolves issues, and recommends changes for process improvement.
Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.
Diagnoses problems and leads correction through communication and documentation.
Educates employees of HR Shared Services in order to build a knowledge base to assist with first call resolution at Tier 1.
Ensures efficient and accurate resolution of cases within a Shared Service team.
Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
Responds and resolves escalated cases in more complex HR scenarios. Uses systems to document and escalate as needed following appropriate process.
Competencies:
ACCOUNTABILITY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR
Education and Certification Requirements:
High School Diploma or Equivalent (Required)
Additional Job Information:
Complexity of Work: Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorily. Strong customer service skills. Strong organizational skills for tracking and documenting. Attention to detail. Ability to work both independently and in teams. Ability to exercise effective judgement, and sensitivity to callers and potentially difficult situations. Must be extremely organized and detail oriented with the ability to shift priorities as needed. Proven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional manner. Ability to handle multiple projects simultaneously in a fast paced organization. Independent problem solver or knowledge as to when to appropriately escalate. Required Work Experience: Two (2) years' experience in Customer Service and/ or Human Resources /Benefits/or a Shared Services role. Other Information: Additional Education Info: Associates Degree preferred.
Working Conditions and Physical Requirements:
Miramar, Florida
At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
Summary:
The HR Shared Services Tier 2 Specialist is responsible for analyzing and answering escalated and complex HR related inquiries. This role is responsible for ensuring effective execution of HR transactions to support both employees and HR professionals. The Tier 2 Specialist will carry out complex HR processes such as Benefits, FMLA reporting, and other escalated queries from Tier 1 (first line employee support) as well as a liaison to resolution of inquiries with local HRBPs, HRIS, COEs.
Responsibilities:
Responsible for maintaining all compliance requirements of dedicated HR Shared Service processes.
Troubleshoots and resolves issues, and recommends changes for process improvement.
Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.
Diagnoses problems and leads correction through communication and documentation.
Educates employees of HR Shared Services in order to build a knowledge base to assist with first call resolution at Tier 1.
Ensures efficient and accurate resolution of cases within a Shared Service team.
Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
Responds and resolves escalated cases in more complex HR scenarios. Uses systems to document and escalate as needed following appropriate process.
Competencies:
ACCOUNTABILITY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR
Education and Certification Requirements:
High School Diploma or Equivalent (Required)
Additional Job Information:
Complexity of Work: Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorily. Strong customer service skills. Strong organizational skills for tracking and documenting. Attention to detail. Ability to work both independently and in teams. Ability to exercise effective judgement, and sensitivity to callers and potentially difficult situations. Must be extremely organized and detail oriented with the ability to shift priorities as needed. Proven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional manner. Ability to handle multiple projects simultaneously in a fast paced organization. Independent problem solver or knowledge as to when to appropriately escalate. Required Work Experience: Two (2) years' experience in Customer Service and/ or Human Resources /Benefits/or a Shared Services role. Other Information: Additional Education Info: Associates Degree preferred.
Working Conditions and Physical Requirements:
- Bending and Stooping = 0%
- Climbing = 0%
- Keyboard Entry = 60%
- Kneeling = 0%
- Lifting/Carrying Patients 35 Pounds or Greater = 0%
- Lifting or Carrying 0 - 25 lbs Non-Patient = 0%
- Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%
- Lifting or Carrying > 75 lbs Non-Patient = 0%
- Pushing or Pulling 0 - 25 lbs Non-Patient = 0%
- Pushing or Pulling 26 - 75 lbs Non-Patient = 0%
- Pushing or Pulling > 75 lbs Non-Patient = 0%
- Reaching = 0%
- Repetitive Movement Foot/Leg = 0%
- Repetitive Movement Hand/Arm = 60%
- Running = 0%
- Sitting = 60%
- Squatting = 0%
- Standing = 60%
- Walking = 60%
- Audible Speech = 60%
- Hearing Acuity = 60%
- Smelling Acuity = 0%
- Taste Discrimination = 0%
- Depth Perception = 60%
- Distinguish Color = 60%
- Seeing - Far = 60%
- Seeing - Near = 60%
- Bio hazardous Waste = 0%
- Biological Hazards - Respiratory = 0%
- Biological Hazards - Skin or Ingestion = 0%
- Blood and/or Bodily Fluids = 0%
- Communicable Diseases and/or Pathogens = 0%
- Asbestos = 0%
- Cytotoxic Chemicals = 0%
- Dust = 0%
- Gas/Vapors/Fumes = 0%
- Hazardous Chemicals = 0%
- Hazardous Medication = 0%
- Latex = 0%
Source : Memorial Healthcare System
