At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

Primary Function/General Purpose of Position

Serves as the first point-of-contact for Human Resource related inquiries from associates and leaders including, but not limited to associate relation consultations and/or concerns that may require a workplace investigation, benefit and compensation inquiries, time and labor management, wellness programs, HR application navigation, talent acquisition, retirement, etc. Independently researches and analyzes cases to provide timely and accurate solutions to a variety of Human Resource questions. Requests facts and details on associate relation matters and escalates when necessary to the appropriate HR Center of Excellence. Works closely with cross functional areas to assist in case resolution and streamlining of human resource processes. Adapts quickly in a constantly evolving healthcare environment to provide accurate information and resolve associate issues.

Essential Job Functions

Provides accurate and consistent answers to associate inquiries through critical thinking and problem solving. Delivers associate and leadership solutions and guidance in basic and complex HR needs by referencing standard scripts, quick reference guides, the HR Knowledge Base, basic HR knowledge and other point solution systems.
Handles Associate Relations and General HR inbound calls, emails, and portal cases to identify needs and appropriately escalate cases for investigation or advanced assistance. Captures critical information and key points by using exceptional active listening skills and asking appropriate probing questions.
Thoroughly documents associate and manager inquiries, case notes and resolutions with accuracy in the case management system.
Effectively utilizes computer systems to capture the facts, research prior like-issues and resolutions, and pull data for risk assessments and trends.
Achieves the desired percentage of first-call resolution and meets response time thresholds. Adheres to a set schedule, including breaks / lunches and is available for overtime as needed.
Assists associates with difficult and complex issues by conveying a high level of empathy and helping to de-escalate the situation.
Recognizes and adheres to established service center practices, procedures, and guidelines.
Exceeds customer service expectations, consistently demonstrating the following competencies: Customer/Client Focus, Problem Solving Analysis, Time Management, Communication Proficiency, Teamwork, and Technical Capacity.
Supports Associate Relations Specialists with case management and bringing cases to resolution when needs arise. Effectively communicates those resolutions, through critical conversations, back to the associate or leadership as needed.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education

Associate Degree (required)

Bachelor’s Degree (preferred)

Field of Study-Human Resources or equivalent accepted.

Licensure/Certification

Professional in Human Resources (PHR) (preferred)

Minimum Years and Type of Experience

2 years of Human Resources experience (required)

Other Knowledge, Skills and Abilities

Excellent customer service, communications, and interpersonal skills.
Excellent listening skills and ability to probe based upon responses provided.
Excellent oral and written communication skills including the ability to organize and present information in a clear and concise way.
Ability to build rapport and communicate challenging information effectively.
Skilled at interviewing employees, witnesses, and supervisors to gather relevant case information, preparing detailed documentation and maintaining files in preparation for potential future claims.
Reasoning ability that includes strong problem solving and conflict resolution skills required.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com

Bon Secours Mercy Health

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