HR Service Center Rep

Human Resources Contact Specialist

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

This job serves as the first point of contact for the company's Human Resources department and is responsible for logging all incoming inquiries in the case management system and providing accurate information of HR inquiries from company employees, leaders, potential candidates, as well as former employees and retirees. Responsible for utilizing standard scripts, FAQs, policy manuals, HR issue knowledge base, desktop procedures and other reference materials to assist with inquiries. Assists in the training of new Associates by providing guidance and instruction on applicable software programs and reviewing FAQs. Reviews and oversees the tickets including details of new Associates to ensure accuracy and handles complaints/escalations while reacting effectively and calmly in emergent calls.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Education:

Required - Associates degree

Preferred - Bachelor's degree

Work Experience:

Required – Experience in an HR Call Center environment with demonstrated ability to achieve first call resolution at 80% or above

Experience with HR Call Tracking system and effectively documenting tickets

Knowledge Skills and Abilities (KSAs):

• Must have computer skills and dexterity required for data entry and retrieval of information. Must be proficient with Windows-style applications and keyboard.
• Must possess a strong customer service focus, strong interpersonal and listening skills and the ability to deal effectively with dissatisfied customers.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals.
• Good analytical and problem solving skills
• Good organizational skills
• Excellent customer service skills

Job Duties:

• Serves as the first point of contact for HR call inquires and written inquires received through e-mail by providing accurate, timely and consistent responses.
• Identifies and troubleshoots problems that need escalation and assists customers with difficult issues by demonstrating emphatic communication and helping de-escalate situations.
• Responds appropriately to customer related inquiries and issues utilizing appropriate reference materials while attempting to resolve the customer's inquiry upon first call/contact. Escalates inquiries, when necessary, to the appropriate team member.
• Documents detailed information including caller, issue and needs of the customer in the HR call tracking system. Ensures data is accurate, identifies and escalates priority issues and routes call to appropriate team/person.
• Achieves first call resolution of 85% or above.
• Assists with training of new Associates by providing guidance and instruction on applicable software programs and reviewing FAQs. Reviews ticket details of new Associates to ensure accuracy and provide feedback to ensure tickets are documented according to department guidelines.
• Other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.