Note: The job is a remote job and is open to candidates in USA. US Anesthesia Partners is a healthcare organization seeking an HR Operations Coordinator to serve as the first point of contact for associates seeking HR and Workday support. The role provides Tier I assistance, documents and escalates inquiries, guides employees toward self-service resources, supports HR process documentation, and contributes to continuous improvement while maintaining confidentiality and service-level standards.
Responsibilities
- Serves as first point of contact for USAP Associate inquiries/internal HR Workday transaction requests via phone, email or ticket and performs initial documentation into the case management system and sorting/grading into tiers by level of complexity
- Answers Tier I questions that are routine in nature and for which responses generally exist in the knowledgebase or other searchable HR resources, or Tier I Workday transaction requests consisting of simple input of known data elements. Examples include job and compensation changes, basic questions regarding employee benefits and Workday sign-on directions
- Identifies and escalates more complex Tier II and Tier III questions and Workday transaction requests that require further in-depth review or decision-making to the appropriate Tier level support queue using the case management system and performs follow-up as needed
- Answers inquiries and resolves issues in a timely manner that promotes achievement of target service
- Educates USAP Associates on self-service opportunities so they can find information and perform transactions without having to contact the service center
- Employs the knowledgebase and searchable HR resources (e.g., online HR policy guide, online benefits guide, online HR process documentation) to provide accurate and timely responses
- Assists in contributing updates to SOPs for HR programs, processes and policies
- Serves as a source of continuous improvement for HR by raising issues, escalating concerns and advocating for improvements to policies, programs, and processes
- Maintains adherence to HR policies, including those related to PHI, PII and data
- Shares knowledge and actively participates in efforts to increase the value of the HR Operations to the organization
Skills
- High School Diploma or GED equivalent
- Two (2) years of HR operations experience
- One (1) year of experience in a customer service environment
- Ability to remain empathetic and customer-oriented in a fast-paced environment
- Strong communication skills (listening, speaking, writing)
- Strong organizational skills and detail-orientation
- Ability to quickly search for and locate information in online resources
- Results-oriented and able to consistently meet service level targets
- Fast-learner with a strong desire to learn
- Ability to adhere to policy in the maintenance of confidential information
- Ability to navigate HR systems (e.g., Case Management, Knowledge Management, Workday)
- Occasional Standing
- Occasional Walking
- Frequent Sitting
- Frequent hand, finger movement
- Use office equipment (in office or remote)
- Communicate verbally and in writing
- Associate's/Bachelor's degree
Benefits
- This position is eligible for a quarterly bonus. Bonuses are not guaranteed and are awarded based on company and individual performance.
- Remote work arrangement
Company Overview