Responsibilities
Customer Service
1. Independently serves as the HR Performance Center subject matter expert related to benefit programs and other in-scope services, handling escalations from askHR Performance Center Reps at an onsite market location.
2. As needed, answers and responds to incoming phone calls in adherence with protocol and service standards. May respond to cases through case management software, web chat, etc. and make outbound calls as assigned.
3. Acts as the onsite lead for escalated document review, just premium applications, HRIS initiatives and system QA testing
4. 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.
5. Escalates appropriate issues to HR CoEs and/or Service Delivery Manager
Departmental Support
1. Creates processes and procedures related to activities of the HR Performance Center with approval of management.
2. Works with other internal departments and external vendors as assigned to ensure smooth operations and customer satisfaction and makes referrals to the appropriate resource for situations requiring specific attention or on behalf of other HR CoEs.
3. Investigates, analyzes, and resolves a wide range of escalated issues related to Performance Center services. Successfully prioritizes and resolves issues to ensure consistent internal and external customer satisfaction. Ensures that decisions are finalized and communicated within the timeframe designated in health plan documents, regulations and/or policies if applicable.
4. Maintains accurate and timely documentation and recordkeeping related to human resource and benefit activities in the designated database(s) and in adherence with human resource and benefit policies and applicable regulations.
5. Interprets, counsels, communicates and educates managers and staff on human resource and benefit policies, programs, and procedures as the onsite HR Performance Center liaison.
Research
1. Conducts research on behalf of CoEs to resolve submitted cases by clarifying company policy/practice or regulations.
2. Determines and addresses any unstated needs and anticipates additional considerations and questions. Recognizes when escalation of a situation is necessary.
Other Duties as assigned
1. Supports HR Performance Center team as onsite liaison with projects in an effort to drive continual improvements in efficiency of services performed.
- 1 year of HR or Industry experience
- Bachelor's degree
- Strong oral and written communication skills; strong customer service skills; Advanced problem-solving skills and multi-tasking skills. Strong analytical skills.
Skills Required
- At least 1 year of HR or industry experience
- Bachelor's degree
- Strong oral and written communication skills
- Strong customer service skills
- Advanced problem-solving skills
- Multitasking skills
- Strong analytical skills
What We Do
FMOL Health is a large, non-profit, Catholic healthcare system sponsored by the Franciscan Missionaries of Our Lady, providing faith-based, quality, and compassionate care in Louisiana and Mississippi.
