HR Shared Services (HRSS) Senior Representative

At Houston Methodist, the Human Resources Shared Services Senior (HRSS) Representative will provide Tier 1 and 2 support to Houston Methodist employees who have inquiries in matters such as with Human Resources, Absence, Benefits, Payroll, and Compensation. This role ensures a high standard of customer service in alignment with our ICARE values, utilizing our ERP system responding to Case Management requests, calls and chat. The Shared Services Senior Representative has strong knowledge of resources and services to resolve issues accurately and timely. May also lead/participate in special and ad hoc projects for designated programs as assigned and has responsibility for the resolution of more complex and time-sensitive issues. May serve as a mentor to other team members and support the training and onboarding of new staff as needed. FLSA STATUS

Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Bachelor's degree preferred

EXPERIENCE

• Four years of high volume shared services center or customer service environment to include Human Resources, Absence, Benefits, Payroll, and/or Compensation

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to communicate at all levels of the organization through multiple channels effectively with a customer service focus and application of positive language principles
• Strong verbal and written communication and interpersonal skills
• Outstanding customer service and teamwork skills including active listening skills and the ability to ask probing questions to identify what is truly being asked towards an accurate response
• Ability to work independently and make decisions within scope of role
• Ability to professionally and confidentially resolve issues including working with stakeholders with varying work styles and personalities
• Strong working knowledge of ERP systems, Microsoft Outlook and Office suite, and timekeeping systems
• Excellent time management skills and the ability to multi-task and work in a fast-paced environment
• Knowledge of Human Resources, Absence, Benefits, Payroll and Compensation preferred
• Ability to work effectively and efficiently in a remote environment
• Demonstrated attention to detail and accuracy
• Handles multiple priorities, thinks tactically and strategically, demonstrates objectivity, and is results-oriented, and shows initiative and creativity

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Responds to professionally, courteously, accurately and with empathy, verbally and in writing to meet established service level agreement (SLA). Troubleshoots potential Houston Methodist ERP and related vendor system issues and follow through to resolution.
• Provides contributions towards improvement of department scores for employee engagement.
• Supports our employees at a Tier 2 level (and Tier 1 when necessary) with matters such as Human Resources, Absence, Benefits, Payroll, Compensation, and other designated areas by promptly responding professionally and courteously, verbally and in writing, to inquiries related to these service areas.

SERVICE ESSENTIAL FUNCTIONS

• Serves as a liaison between the employee and vendors to resolve eligibility or system issues regarding Human Resources, Absence, Benefits, Payroll, and Compensation. Ensures that proper instructions, and associated documentation are provided to employees.
• In some situations, serves as the initial point of contact for case management towards a timely and accurate resolution.
• Interprets policies, resolves escalated complaints and provides education regarding the resources and services available to employees.
• Also responsible for special and ad hoc projects for designated programs as assigned and actively participates in organizational events as needed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Stays up to date on Total Reward changes and updates to ensure accuracy in information dissemination.
• Actively participates in organizing the workflow. Prioritizes work and independently resolves routine issues on a regular basis. Identifies and escalates issues and opportunities for improvement.
• Identifies necessary data changes and communicates with appropriate parties as needed to advise on time sensitive actions needed for benefit processing. Processes system data changes as needed upon request.

FINANCE ESSENTIAL FUNCTIONS

• Self-motivated to independently manage time effectively and prioritize daily tasks. Minimizes incidental overtime. Helps other team members.
• Uses resources efficiently; does not waste supplies.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stays abreast of trends and seeks out opportunities to apply innovative solutions to assigned programs. Makes recommendations focused on delivering high-quality, cost-effective programs to address the benefit needs of our employees.
• Evaluates internal processes and makes recommendations for cost savings.
• Assumes responsibility for own learning needs and seeks continuing opportunities to meet those needs. Completes and updates the My Development Plan (MDP).

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE
• Uniform: No
• Scrubs: No
• Business professional: Yes
• Other (department approved): No

ON-CALL*

*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**

**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Work Shift:

1 - Day (United States of America)

Job Category:

Houston Methodist is one of the nation’s leading health systems and academic medical centers. The health system consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the Texas Medical Center, seven community hospitals and one long-term acute care hospital throughout the Greater Houston metropolitan area. Houston Methodist also includes a research institute; a comprehensive residency program; international patient services; freestanding comprehensive care clinics, emergency care and imaging centers; and outpatient facilities. Come lead with us!

Houston Methodist is an Equal Opportunity Employer.