Bilingual HR Support Center Coordinator

Bilingual Spanish & English

This position serves as the primary contact for Managers, Staff, and Applicants with regard to Human Resource policies, procedures, and practices for all JHHS entities. Responsible for a wide range of human resource support and consulting services, which cover the following: Talent Acquisition, Compensation, Benefits, Retirement, HRIPC, Employee Relations, SAP Master Data Information, and Payroll Shared Services.

Quickly assesses the level of complexity of cases and provides resolution or facilitates escalation. Ensures positive, consistent customer experiences by striving for excellence in understanding specific requests, streamlining service delivery, and identifying next steps. Provides end-user support for all interactions with HR systems, including navigational questions, basic system issue resolution, and escalation as applicable. Leverages the knowledge management and case management systems to effectively respond to, document, and monitor inquiries. This position administers the human resources activities for the JHHS entities to ensure smooth and efficient functioning across the organization. Managing large amounts of inbound and outbound calls/emails promptly. Identifying customers’ needs, clarifying information, researching every issue, and providing solutions and/or alternatives. Keep records of all conversations in our call center database in a comprehensible way. Ability to multitask, set priorities, and manage time effectively.

The Bilingual Liaison will also communicate with non-English speaking managers, staff, and applicants to ensure accurate communication, understanding, and comprehension related to HR policies, procedures, and practices.

MAJOR DUTIES:

• Acts as the primary contact for all HR inquiries on a variety of subjects, including benefits, policies, personnel records, performance management, and HR transactions.
• Interview callers to obtain a full understanding of what information is being requested.
• Provides solutions to complex problems and issues through the integration of HR specialties, regulatory compliance, and policies and procedures. Partners with HR subject matter experts as needed to coordinate and resolve inquiries. Elevates issues to senior management, keeping them informed with details that add value to high-level decisions.
• Determines the appropriate course of action to bring issues and cases to resolution.
• Ensures all documentation and information is complete, secure, and compliant.
• Identifies opportunities to address common inquiries through improved knowledge management system content.
• Interfaces with employees, departments, tuition vendors, Accounts Receivable, and HR Shared Services regularly to request reports and edit data.
• Reviews and analyzes data for benefits and my performance.
• Transactional work to include new employee benefit enrollment, qualifying life event enrollment, emergency loan processing, tuition reimbursement application processing, and QC of bonus information sent from compensation.
• Builds relationships with managers by acting as a knowledge base for managerial questions on broad-based HR subjects.
• Ability to multitask, work independently, and perform multiple job functions such as processing HR transactions.
• Trains and mentors less experienced staff on processes and procedures.
• Takes pride in producing high-quality work.

Education:

Requires a minimum of a high school diploma. A bachelor’s degree is preferred.

One year of relevant education may be substituted for one year of required work experience, or one year of relevant professional-level work experience may be substituted for one year of required education.

Work Experience:

Work requires three years of progressive experience in Human Resources or customer service in a professional capacity, preferably supporting human resources.

Salary Range: $24.32/hour - $40.16/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.