Human Resources Service Center Representative Senior
Location: Irving, Texas
Internal Number: 10277500
Under general supervision, responds to basic and moderately complex eligibility and enrollment inquiries about employee benefit programs, including but not limited to, life, health, and disability insurance, medical/dependent care spending accounts, COBRA, income continuance, and other paid time off as well as retirement and pension plans. Ensures that appropriate documentation is prepared so that new hire transactions and existing employee changes can be processed. May also answer questions about various benefits related mailings and communications. Requires basic knowledge of organization benefit programs and the payroll process. May refer more complex inquiries to Human Resources Service Center Representative - Senior.
Provide accurate and efficient resolution of issues and inquiries through multiple channels (phone, email, case management) by following appropriate resolution/assessment methodology (investigating and research), utilizing knowledge management tools, educating customers on products and self-service tools, and determining appropriate course of action or escalation for emerging issues
Continually utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers, peers and the larger Customer Service team
Assesses customer's level of understanding and increases their self-sufficiency by educating and influencing customers to utilize self-service support
Provide initial contact and support for customers dealing with sensitive and confidential information relating to HR issues
Communicate effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction
Communication style includes accurate and grammatically correct support based on channel (phone, case management)
Completes accurate and actionable case documentation in the Case Management tool
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.