About this Job:
General Summary of Position
The Employee Relations (ER) Intake Coordinator is the frontline HR professional who receives assesses and routes all ER cases to ensure timely consistent and confidential support within our internal HR service-delivery system (myHR). The coordinator must monitor multi-channel queues and is critical to maintaining service-level agreements. The specialist applies standardized risk assessments based on sentiment-based triage triggers (e.g. abusive-language detection), legal exposure, safety considerations, and reputational impact and assigns prioritization accordingly. The coordinator owns taxonomy updates and knowledge-base tagging and is responsible for balancing caseloads across ER specialists. Leveraging human-resources expertise independent judgment a sense of urgency and a focus on confidentiality, the Employee Relations Intake Coordinator demonstrates critical thinking effectively navigates ambiguity challenges and elevates urgent cases to Employee Relations leadership. This role plays a pivotal part in ensuring cases are assigned in a timely manner and that the most urgent matters are escalated appropriately mitigating risk across the system. The coordinator is responsible for stakeholder coordination serving as the single point of contact for ER, Legal, Compliance, Quality & Safety, and Security during critical incidents. In addition to monitoring all activity handled within the myHR case-management system, this role also monitors and drives timely updates for the MedStar Health committees, coordinating with Occupational Health, ER, and the committee chairpersons.
Primary Duties and Responsibilities
- Receive log and categorize every incoming ER case in the myHR platform ensuring prompt confidential handling.
- Monitor multi-channel queues (portal hotline email chat) in real time to uphold all service-level agreements.
- Apply standardized risk assessments-leveraging sentiment triggers legal exposure safety and reputational factors-to assign case priority.
- Route and rebalance caseloads across ER specialists to maintain equitable workloads and optimal resolution times.
- Maintain ER taxonomy and knowledge-base tags ensuring accurate classification, searchability, and reporting.
- Escalate high-risk or time-sensitive cases to ER leadership with concise summaries and recommended next steps.
- Serve as the single point of contact for ER, Legal, Compliance, Quality & Safety, and Security during critical incidents.
- Track case progression within myHR driving timely status updates and closure while ensuring documentation meets audit and legal standards.
- Prepare and deliver updates for MedStar Health committees coordinating with Occupational Health, ER, and committee chairpersons.
- Exercise HR expertise independent judgment and urgency to navigate ambiguity mitigate organizational risk and preserve confidentiality.
- Provide trend reporting and insights to Employee Relations leadership to inform policy updates training needs or organizational interventions.
- May assist in developing and maintaining documentation templates workflows and knowledge base content to support Employee Relations operations.
Minimal Qualifications
Education
- Bachelor's degree Human Resources, Business Administration, or a related field required
Experience
- 3-4 years Progressive experience in Human Resources or Employee Relations required
- 1-2 years Proficiency working with an enterprise case management system preferred
- One year of relevant professional-level work experience may be substituted for one year of required education.
Knowledge Skills and Abilities
- Comprehensive HR generalist expertise with the capability to evaluate case complexity and risk.
- Thorough understanding of federal and state employment laws and current HR best practices.
- Sound judgment in determining when to escalate issues to ER leadership or senior ER specialists.
- Capacity to rapidly assimilate new programs policies and procedures for accurate case review.
- Proven ability to build cross-functional partnerships and leverage information to achieve shared objectives
- Exceptional interpersonal skills and effectiveness in fast-paced team-oriented environments.
- Advanced computer proficiency with ease in navigating multiple systems and screens.
- Adaptability in managing varied situations stakeholders and conflicting priorities.
- Strong self-management: independently completes tasks while keeping stakeholders informed and engaged.
- Experience with enterprise case-management platforms (e.g. ServiceNow EthicsPoint) preferred.
- Unwavering discretion in handling sensitive and confidential information.
- Clear concise and professional verbal and written communication skills.
Bachelor's degree in HR, business, or related field; 3–4 years of HR or employee relations experience; strong employment-law knowledge, judgment, communication, confidentiality, and case-management skills.
Key Responsibilities
- routing cases
- assessing risk
- balancing caseloads
Skills & Tools
myHR, ServiceNow, EthicsPoint
Job Details
- Category: Human Resources
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 65,062 – 117,291 / year
- Languages: English
About MedStar Health
A healthcare organization providing medical services and internal employee support. — Industry: Healthcare