HR Shared Services Representative

At Houston Methodist, the Human Resources Shared Services (HRSS) representative will provide Tier 1 support to Houston Methodist employees who have inquiries in matters such as Human Resources, absence, benefits, payroll, and compensation. This role ensures a high standard of customer service in alignment with our ICARE values, utilizing the ERP system to respond to Case Management requests, emails, phone calls, and chat inquiries. Additionally, the HR Shared Services Representative position is also responsible for special and ad hoc projects for designated benefits programs as assigned.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Bachelor’s degree preferred

EXPERIENCE

• Two years of experience in a call center or customer service environment
• Experience with Human Resources, Benefits, or payroll preferred
• Bachelor’s degree satisfies experience requirement

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to communicate at all levels of the organization through multiple channels effectively with a customer service focus and application of positive language principles
• Strong verbal and written communication and interpersonal skills
• Outstanding customer service and teamwork skills including active listening skills
• Ability to work independently and make decisions within scope of role
• Time management skills, ability to multi-task and work in a fast paced environment
• Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalities
• Working knowledge of ERP system and proficiency in Microsoft Office suite
• Knowledge of Human Resources, Absence, Benefits, Payroll and Compensation preferred
• Ability to work effectively and efficiently in a remote environment Demonstrates attention to detail and accuracy
• Handles multiple priorities, thinks tactically and strategically, demonstrates objectivity, and is results-oriented, and shows initiative and creativity

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Performs job duties in line with established service level agreement (SLA). Responds to inquiries professionally, courteously, accurately and with empathy, both verbally and in writing. Assists employees navigating through our Employee Resource System (ERP) and related vendor systems and other HR systems.
• Conducts self in a manner that fosters and contributes to a positive team environment. Contributes to improvement of department engagement scores.
• Provides Tier 1 support to inquiries in matters such as Human Resources, absence, benefits, payroll, and compensation. Utilizing the ERP system to respond to Case Management requests, emails, phone calls, and chat inquiries.

SERVICE ESSENTIAL FUNCTIONS

• Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding Human Resources, Absence, Payroll, and Compensation.
• Ensures that proper instructions, and associated documentation are provided. In some situations, serves as the initial point of contact for case management issues.
• Actively participates in organizational events as needed.
• Interprets policies, resolves complaints and provides education regarding the resources and services available to employees.
• Participates in special and ad hoc projects for designated programs as assigned and processes system data changes as needed upon request.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Stays up-to-date on benefit changes and updates to ensure accuracy in information dissemination.
• Actively participates in organizing the workflow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.

FINANCE ESSENTIAL FUNCTIONS

• Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.
• Uses resources efficiently; does not waste supplies.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high-quality, cost-effective programs to address the benefit needs of our employees.
• Assists in the evaluation of internal processes and makes recommendations for cost savings.
• Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform: No
• Scrubs: No
• Business professional: Yes
• Other (department approved): No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Bachelor’s degree preferred

EXPERIENCE

• Two years of experience in a call center or customer service environment
• Experience with Human Resources, Benefits, or payroll preferred
• Bachelor’s degree satisfies experience requirement