HR Shared Services Customer Intake Specialist

Company :

Job Description : 

JOB SUMMARY

This job will respond to inquiries and requests received from customers as well as online submissions.  This job will require a broad knowledge base across HR functional areas as a foundation to deliver timely, professional and courteous responses to all customers on initial inquiries and transaction support and execution.  The incumbent will be the customer-facing representative for HR Services and operations.  It is imperative that the incumbent possess the skills necessary to perform exceptional customer service, while performing transactions with a high degree of quality, accuracy and in a timely manner in accordance with agreed-upon service level agreements.

ESSENTIAL RESPONSIBILITIES

• Provide courteous, respectful and reliable service to HR customers, including pre-hires, active and former employees and managers, and retirees.
• Assess and resolve customer inquiries and issues (via phone, email and chat) or escalate to the next level of service within the appropriate functional area as per the service delivery routing structure. Work with high quality and accuracy standards, capturing interactions within case management through case creation, update and closure.
• Learn and understand HR functional area knowledge and be able to navigate finding and using content within the knowledge base, applying it to resolve inquiries efficiently and accurately.
• Other duties as assigned or requested.

REQUIRED EDUCATION

• Bachelor's Degree- Business, Human Resources or related field

Substitutions

• 6 years of relevant experience in lieu of  Bachelor's degree

PREFERRED EDUCATION

• Business, Human Resources or related field

EXPERIENCE

Required

• 2-5 years' of experience with Human Resources, or
• 2-5 years' of experience in call center/customer service

Preferred

• Experience with Workday or any other HR database or platform system

SKILLS

• Knowledge of case management processes
• Ability to work in a fast-paced environment while delivering quality results
• Maintain strict confidentiality with regards to work processes and employee information
• Translate & interpret foreign language (preferred)
• Excellent customer service skills
• Strong interpersonal skills to build and retain effective working relationships with customers and team members

LICENSES AND CERTIFICATION

Required

• None

Preferred

• PHR/SPHR or Workday Certification

TRAVEL REQUIREMENT

0% -25%
 

LANGUAGE REQUIRED (other than English) 
None

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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