Human Resources Advisor - Remote Opportunity

Job Title: HR Advisor - This position can be performed remotely.

The People Services HR Advisor will be responsible for processing HR transactional tasks and answering employee inquiries or requests that are received via phone, email, the HR portal, or other channels of contact regarding various HR related issues, i.e., payroll, time accruals, systems access, benefits etc. from Surgery Partners employees.

The HR Advisor will make use of case management tools to respond to inquiries, leveraging knowledge articles which document standardized processes and policies, providing service with a high degree of customer satisfaction by evaluating the employee issue, quickly interpreting the situation, determining the appropriate resolution, transaction and/or escalation, and communicating the resolution to the employee.

Responsibilities include, but are not limited to:

• First point of contact for inquiries from all channels resolving 70% - 90% of inquiries during first contact
• Manage and complete administrative HR tasks including changes to employee information, benefits, 401k, life events, leave requests and general HR questions
• Help employees navigate through Tier 0 (self-service) materials and functionality using ADP / UKG Pro and/or ServiceNow
• Seek rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and knowledge articles without deviation, promptly resolving upon first call/contact
• Log all contacts in the case management system, and update other systems as needed
• Use professional and customer-focused approach to handle employee inquiries. Ensures employee privacy where appropriate, including confidentiality and protection of sensitive employee information. Ensures quality employee experience by communicating empathy to de-escalate difficult situations
• Display dependability by being punctual and achieve an appropriate level of attendance
• Maintain ownership of cases through resolution working with internal resources and/or other COE's, be results focused
• Complete employment related tasks associated with onboarding, including I-9 compliance, and new hire orientation
• Promptly escalate issues to People Services Manager when needed, be comfortable interacting with all levels
• Provide suggestions/recommendations for changes to processes or tools as recognized from functioning in the role on a daily basis
• Be a self-starter, organized, detailed-oriented and able to handle simultaneous projects/priorities, be decisive and proactive
• Possess strong technology skills including MS Office Suite, ADP, UKG Pro/UltiPro
• Other tasks and duties as assigned from time to time

This individual must have strong communication skills and must have attentive listening skills that enable them to ask probing questions to aid them in problem solving and issue escalation; have a deep knowledge of HR process and practices as they relate to Employee Benefits; strong judgement skills to recognize when escalation is needed for additional support from COEs or Employee Relations where further investigation or intervention is warranted to resolve an issue.

Position Requirements:

• Bachelor's Degree or High School Diploma with HR experience, or a combination of education and HR industry experience.
• Education Preferred Level: Bachelor's Degree in Human Resources, Business, or relevant subject

• Experience Minimum Required: 6 months experience with direct accountability for customer and satisfaction in a customer service, call center, or service center environment, and/or 6 months Human Resources related experience with employee benefits experience strongly preferred
• Experience with various state laws, i.e. California, a plus