As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.
Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
The HR Support Center Representative will resolve inquiries from employees, managers, retirees, and other customers and external parties. They will also help resolve concerns and issues regarding processes and policies through phone, email, case management, and chat. This person will strive to meet all expected service levels and business performance goals, performing a range of services and fully documenting all cases in the case management system.
Principal Duties and Responsibilities
• Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines • Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high quality services that meet or exceed customer expectations • Investigate issue areas and determine methods of mitigation to resolve problems within acceptable time-frames, routing or escalating complex transactions to supervisor, manager, customer service specialists or tier two for resolution as appropriate • Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need and assist in the resolution of concerns • Fully document all cases in case management application, establish / update processes as necessary • Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels met • Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality • Assist and encourage users to make effective use of self-service options, empower them to solve inquiries • Educate and inform customers of the full range of shared service support available to them • Ensure compliance with Partners' policies and procedures • Work to continuously improve and be adaptable to changes as they occur • Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences • Use/s the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration • Other duties as assigned
Qualifications • A combination of education and experience may be substituted for requirements • Bachelor's degree or relevant professional experience • Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case / knowledge management
Skills, Abilities and Competencies
• Ability to assess situations, think critically and problem solve • Strong verbal and written communication skills • Strong organization skills, attention to detail and follow through • Excellent interpersonal skills both in person and over the phone • Demonstrated ability to deliver on customer satisfaction • Success implementing continuous improvement processes and exceeding key performance metrics • Ability to protect the privacy of individuals and the confidentiality of employee and applicant information • Highly motivated, team focused, and results oriented; ability to work effectively in a fast-paced, self-directed team-based environment • Possible local travel to Partners sites
EEO Statement Partners HealthCare is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).