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Florida, United States
Onsite
Location:
Miramar, FloridaAt Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
Summary:
The HR Shared Services Tier 2 Specialist is responsible for analyzing and answering escalated and complex HR related inquiries. This role is responsible for ensuring effective execution of HR transactions to support both employees and HR professionals. The Tier 2 Specialist will carry out complex HR processes such as Benefits, FMLA reporting, and other escalated queries from Tier 1 (first line employee support) as well as a liaison to resolution of inquiries with local HRBPs, HRIS, COEs.Responsibilities:
Educates employees of HR Shared Services in order to build a knowledge base to assist with first call resolution at Tier 1.Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.Responds and resolves escalated cases in more complex HR scenarios. Uses systems to document and escalate as needed following appropriate process.Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.Diagnoses problems and leads correction through communication and documentation.Responsible for maintaining all compliance requirements of dedicated HR Shared Service processes.Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.Troubleshoots and resolves issues, and recommends changes for process improvement.Ensures efficient and accurate resolution of cases within a Shared Service team.Competencies:
ACCOUNTABILITY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOREducation and Certification Requirements:
High School Diploma or Equivalent (Required)Additional Job Information:
Complexity of Work: Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorily. Strong customer service skills. Strong organizational skills for tracking and documenting. Attention to detail. Ability to work both independently and in teams. Ability to exercise effective judgement, and sensitivity to callers and potentially difficult situations. Must be extremely organized and detail oriented with the ability to shift priorities as needed. Proven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional manner. Ability to handle multiple projects simultaneously in a fast paced organization. Independent problem solver or knowledge as to when to appropriately escalate. Required Work Experience: Two (2) years’ experience in Customer Service and/ or Human Resources /Benefits/or a Shared Services role. Other Information: Additional Education Info: Associates Degree preferred.Working Conditions and Physical Requirements:
Shift:
Primarily for office workers - not eligible for shift differentialDisclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.
Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.
Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.
We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.
Employment is subject to post offer, pre-placement assessment, including drug testing.
If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net
