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Allina Health System HR Call Center Representative in Minneapolis, Minnesota

Date Posted: June 04, 2021 Department: 16001055 Human Resources Service Center Contact Center Shift: Day (United States of America) Hours Per Week: 40 Union Contract: Non-Union Weekend Rotation: None Job Summary: Ensures the operational delivery of Human Resources inquiry and transaction resolution. Completes defined standardized and administrative work. Provides support for employees in a call center environment which will include chat inquiries, email and submissions within our CSM. Also, complete leave of absence intake duties and supports to the leave of absence claims team. Escalates complex inquiries to appropriate parties. Assures documentation of inquires and assurance of workflow. Job Description: Principle Responsibilities Responds to a high volume of inbound and outbound calls in a timely manner around general inquires. Identifies customer needs, clarifies information and researches Human Resources issues to provide accurate customer resolution. Understands and interpret Human Resources policies, processes, and procedures to customers. Performs data entry and complete transactions in appropriate CSM systems. Executes Human Resources process workflow using HCM technology, case management, and telephony as applicable. Escalates and redirects contacts where guidance or clarification of policies and procedures are required. Assists employees and managers in navigating the Huma Resources employee portal. Coordinates and integrates with other Human Resources Shared functions (Information Technology, Legal, Employee Relations, etc.) and external parties (e.g., vendors) Gathers data, performs and supports various types of reporting (including standard auditing, transactional, ad hoc, compliance, etc.). Serves as liaison to centers of excellence and business unit Human Resources when inquiries require escalation. Other duties as assigned. Job Requirements High School or GED required and Bachelor's degree in Human Resources/related field or equivalent experience preferred Less than 2 years of customer service experience required call center experience preferred and Less than 2 years of Human Resources experience with an emphasis on Health and Welfare, Benefits and Leave of Absence and Payroll required Leadership Capabilities See the Big Picture: Know where we are going as an organization. Use sound judgement and critical thinking to make good decisions that support our mission. I know where Allina is going and how my role fits into this picture I capture important lessons and share them to foster innovation I am good at anticipating the implications of my decisions I understand and apply the disciplines of continuous improvement Inspire Greatness: Inspire others by connecting their purpose to the broader mission. Lead others through change and celebrate success. I help my team connect to the broader mission I see and fulfill my role in motivating the team around me I celebrate success and help my partners see what is possible with change I call out and address unexpected roadblocks or problems Foster Learning and Growth: Role model growth, ongoing development and self-care. Empower, coach and encourage others to be at their best selves. I role-model self-care and ongoing development I share my knowledge and coach others to foster growth and success I demonstrate enthusiasm for learning I candidly advocate for the resources I need I support my colleagues in their development and growth Deliver Excellence: Set and align clear goals, measure results, and continually improve safety, quality, experience, and innovation. I take ownership of outcomes and fulfillment of goals I facilitate adjustments to assure positive results I work with a sense of urgency, concern and determination I use well-grounded approaches to create sustainable solutions repeatedly I engage and foster improvements to impact safety, quality, and efficiency Succeed Together:Connect with others authentically. Recogni