Overview
The HR Operations Coordinator is part of a team that serves as the first point of contact (phone, email, ticket) for USAP Associates. The position is responsible for providing Tier I knowledgebase-driven support on HR tools, technologies, policies, processes, and programs. The position provides support that enables the HR Operations team to meet or exceed target service levels. The ideal candidate will demonstrate knowledge of Workday system, communication (listening and responding), application of technology to research and respond using a knowledgebase, problem-solving, performing detailed work accurately and efficiently, and performing multiple tasks concurrently.
At this time, US Anesthesia Partners does not hire candidates residing in New York, California, Hawaii, or Alaska.
Job Highlights
ESSENTIAL DUTIES AND RESPONSIBILITIES: (The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation)
- Serves as first point of contact for USAP Associate inquiries/internal HR Workday transaction requests via phone, email or ticket and performs initial documentation into the case management system and sorting/grading into tiers by level of complexity.
- Answers Tier I questions that are routine in nature and for which responses generally exist in the knowledgebase or other searchable HR resources, or Tier I Workday transaction requests consisting of simple input of known data elements. Examples include job and compensation changes, basic questions regarding employee benefits and Workday sign-on directions.
- Identifies and escalates more complex Tier II and Tier III questions and Workday transaction requests that require further in-depth review or decision-making to the appropriate Tier level support queue using the case management system and performs follow-up as needed.
- Answers inquiries and resolves issues in a timely manner that promotes achievement of target service levels.
- Educates USAP Associates on self-service opportunities so they can find information and perform transactions without having to contact the service center.
- Employs the knowledgebase and searchable HR resources (e.g., online HR policy guide, online benefits guide, online HR process documentation) to provide accurate and timely responses.
- Assists in contributing updates to SOPs for HR programs, processes and policies change.
- Serves as a source of continuous improvement for HR by raising issues, escalating concerns and advocating for improvements to policies, programs, and processes.
- Maintains adherence to HR policies, including those related to PHI, PII and data privacy.
- Shares knowledge and actively participates in efforts to increase the value of the HR Operations to the organization.
Qualifications
Knowledge/Skills/Abilities (KSAs):
· High School Diploma or GED equivalent required; Associate’s/Bachelor’s degree preferred.
· Two (2) years of HR operations experience (optional but preferred).
· One (1) year of experience in a customer service environment (optional but preferred).
· Ability to remain empathetic and customer-oriented in a fast-paced environment.
· Strong communication skills (listening, speaking, writing).
· Strong organizational skills and detail-orientation.
· Ability to quickly search for and locate information in online resources.
· Results-oriented and able to consistently meet service level targets.
· Fast-learner with a strong desire to learn.
· Ability to adhere to policy in the maintenance of confidential information.
· Ability to navigate HR systems (e.g., Case Management, Knowledge Management, Workday).
*The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Occasional Standing
Occasional Walking
Frequent Sitting
Frequent hand, finger movement
Use office equipment (in office or remote)
Communicate verbally and in writing
US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
