At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
Summary
Responsible for being the primary point of contact for employees and managers, providing timely and accurate information and assistance regarding HR-related inquiries and processes through handling a high volume of calls, emails, and other forms of communication in a professional and customer-focused manner.
Essential Functions
-Handle incoming calls, emails, and other forms of communication from employees and managers regarding HR-related inquiries, such as benefits, policies, procedures, and general HR information.
-Update and maintain employee records in the HRIS (Human Resources Information System) accurately and confidentially.
-Provide guidance and assistance to employees and managers on HR processes and procedures, including onboarding, employee relations, performance management, benefits enrollment, leave administration, and other HR programs.
-Investigate and troubleshoot HR-related issues raised by employees or managers, such as payroll discrepancies, benefits inquiries, and system access problems.
-Maintain accurate and organized documentation of employee inquiries, issues, and resolutions.
-Disseminate HR policies, procedures, and updates to employees and managers.
Qualifications
Education
- High School Diploma or Equivalent required
Experience
- Customer Service/Call Center Experience 1-2 years required and Human Resources Experience 0-1 year preferred
Knowledge, Skills and Abilities
- Knowledge of HR policies, procedures, and best practices is beneficial.
- Strong communication skills, both written and verbal, with the ability to articulate information clearly and concisely.
- Excellent customer service and interpersonal skills, with a strong focus on providing exceptional support to employees and managers.
- Proficient computer skills, including experience with HRIS or similar systems, Microsoft Office, and call center software.
- Demonstrated problem-solving skills and the ability to think quickly and effectively in a fast-paced environment.
- Strong organizational skills with the ability to prioritize tasks and meet deadlines.
Additional Job Details (if applicable)
Physical Requirements
Standing Occasionally (3-33%)
Walking Occasionally (3-33%)
Sitting Constantly (67-100%)
Lifting Occasionally (3-33%) 20lbs - 35lbs
Carrying Occasionally (3-33%) 20lbs - 35lbs
Pushing Rarely (Less than 2%)
Pulling Rarely (Less than 2%)
Climbing Rarely (Less than 2%)
Balancing Occasionally (3-33%)
Stooping Occasionally (3-33%)
Kneeling Rarely (Less than 2%)
Crouching Rarely (Less than 2%)
Crawling Rarely (Less than 2%)
Reaching Occasionally (3-33%)
Gross Manipulation (Handling) Constantly (67-100%)
Fine Manipulation (Fingering) Frequently (34-66%)
Feeling Constantly (67-100%)
Foot Use Rarely (Less than 2%)
Vision - Far Constantly (67-100%)
Vision - Near Constantly (67-100%)
Talking Constantly (67-100%)
Hearing Constantly (67-100%)
Remote Type
Remote
Work Location
399 Revolution Drive
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Day (United States of America)
EEO Statement:
Mass General Brigham Incorporated 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. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
