Job Description
Reference #: 77885
Look for more than answers. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It's about providing clarity and hope.
You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.
We are on a continuous journey of discovery and development. It's this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.
Basic Purpose:
Serves as first point of contact for all inbound inquiries received by telephone, electronically and in writing pertaining to benefits, employment policies and procedures, employee relations issues, recruitment, learning and development and performance management. Provides assistance for all Tier 1 questions and issues, using a knowledgebase of information and established processes and protocols to respond to inquiries. Escalates more complex issues as appropriate, and maintains records of all interactions.
Duties and Responsibilities:
• Handles high volume of incoming calls in a call center environment
• Evaluates and responds to employee inquires via phone, fax and email and provides appropriate and timely responses through use of a knowledgebase and in accordance with Service Level Agreement
• Reviews and interprets employee data to resolve issues
• Demonstrates sensitivity and respect at all times when dealing with others
• Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate
• Creates and maintains detailed, complete and accurate records of all interactions in Case Management System
• Follows prescribed protocols for problem resolution
• Provides education and guidance to callers about available tools and resources
• Enters, scans and retrieves employee data in HRIS per established guidelines and authorization processes while ensuring accuracy of information
• Maintains confidential centralized employee files
• Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
• Provides callers with service
• Performs other duties as assigned or requested
Qualifications:
Education Preferred:
• High School Diploma required
• AS/AA Degree preferred
Work Experience:
• 1 - 2 years of experience in human resources administration and/or a call center environment required
Other:
• Customer service skills
• Interpersonal, verbal and written communication skills
• Attention to detail, problem-solving, organization and prioritization skills
• Ability to follow specific, detailed instructions, resolve routine problems and perform basic interpretation utilizing published information and tools
• Ability to prioritize, problem solve and apply critical thinking skills
• Ability to interact with a diverse population at all levels within the organization
• Ability to maintain composure in stressful situations
• Familiarity with and ability to adhere to standard call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality
• Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)
• Experience with Microsoft Office products (Excel, Word, Powerpoint)
• Ability to type a minimum of 45 words per minute while interacting with customers on the phone
• Ability to read, write and speak the English language, communicating clearly and effectively with callers
• Bilingual (English/Spanish) speaking and writing skills a plus
Key Competencies:
• Customer Focus
• Written and Verbal Communication
• Patience
• Composure
• Learning on the Fly
• Interpersonal Savvy
• Listening
.
Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.
Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
Hours Not Specified
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