Human Resources Call Center Coordinator

Job Description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

Provides customer service support to employees and applicants by answering general HR questions through the 585-MYHR Call Center. Responsible for offering excellent customer service to UC Health employees by being the first level of support for calls regarding; Human Resources, Benefits, and Compensation. Serves as the liaison between HR Operations and the Call Center. Research, troubleshoot, or direct the customer to the correct subject matter expert as needed.

Responsibilities

Data Tracking/Case Management
  • Gathers data, creates, and runs reports regarding 585-MYHR call center metrics such as call volume, resolution time, peak hours.
  • Uses HR Tracking system to open a case, manage or reassign the case, and close at completion.
  • Provides timely responses (or status updates) to employees and applicants.
  • Refers the employee to the correct subject matter expert (Tier 2) as necessary.
  • Tracks open issues and follows-up on open tickets to ensure resolution in a timely manner.
  • Alerts supervisor of any issues or delays in call resolution or general call center operation

Customer Service
  • Provide the first point of contact support to incoming calls/emails/request with the goal of resolving during initial call.
  • Maintains customer contact until the request is resolved and communicated to the employee.
  • Answers routine Human Resources questions such as benefits, employment application direction and status.
  • Follows up on open tickets to ensure resolution in a timely manner.

Training and Reference Material
  • Provides new and on-going training for 585-MYHR call center reps.
  • Create and maintain reference documents to allow for consistent answers to frequently asked questions.
  • Manages QA audits for call center reps, escalating any issues or concerns to HR Manager.
  • Create and maintain any SOP's for the 585-MYHR call center.
  • Manage the process flow for incoming and outgoing documents/forms
  • Maintain updated list of subject matter experts


General Support
  • Maintains student schedules and coverage for MYHR Call Center Coverage.
  • May periodically conduct screening for MYHR applicants, and/or schedule interviews.
  • Supports Regulatory Audits by scanning files when call volume is low.
  • May assist in recruitment efforts of the Call Center by college visits and referral sources.


Qualifications

Education: Bachelor's Degree in HR, Business, or related required

License/Certification: Human Resources Certification from SHRM or HRCI preferred

Skills and Knowledge:

1-2 years of customer service experience in a call center or Human Resources. Typing skills, excellent filing, alphabetical, and organizational skills. Requires the ability to deal confidentially with information processed daily. Excellent technical and computer skills including MS Office required. Excellent telephone and customer skills, ability to deal effectively with customers, tact, and diplomacy.

Accuracy is required. Ability to assess situations and react accordingly, good judgment, and ability to work independently while maintaining a "team" attitude is necessary. Ability to work with constant interruptions while maintaining friendliness and excellent customer service skills is required. Requires ability to recognize and diffuse occasional difficult situations.