HR Service Delivery Coordinator

Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve. A focus on client-focused care establishes our family of brands as respected leaders in addiction treatment, mental health recovery and eating disorder treatment modalities.

Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges. We offer behavioral healthcare services – psychiatry, addiction recovery, mental disorder treatment, etc. – that allow clients at all stages of recovery or rehabilitation to reclaim health and well-being.

Summary: The Care Advisory Coordinator serves as a central point of contact for HR service delivery, supporting

the organization through the management of the HR contact center and help ticketing system. This role is

responsible for triaging and resolving a high volume of HR inquiries, ensuring accurate interpretation of policies and

consistent application of processes while maintaining a high level of service and compliance. This role partners with

HR Operations and cross-functional teams to execute key administrative processes, maintain data integrity and

support ongoing HR initiatives.

Essential Duties And Responsibilities

• Serve as the primary point of contact for the HR contact center, managing all incoming calls and shared
  
  

inbox inquiries with prompt, accurate, and professional responses. Assess, triage, and resolve inquiries

independently when appropriate, applying established policies and guidelines to determine next steps.

Ensure all contacts are appropriately documented and resolved or escalated within established service level

timeframes.

• Own the full lifecycle of all incoming service requests submitted through the HR Service Request System,
  
  

from initial receipt and accurate logging through resolution or escalation, exercising sound judgment to

determine when to resolve requests directly versus route to the appropriate HR team member. Retain

ownership of all requests regardless of path, actively monitoring progress and following through to ensure

accurate and timely completion within established service level expectations.

• Effectively manage a high volume of requests and competing priorities across multiple systems and
  
  

workflows, maintaining accuracy and timeliness.

• Process routine employee lifecycle transactions within the HRIS to maintain accurate and compliant
  
  

employment records, including status changes, job updates, and other standard employee record

modifications and ensure they are completed with a high degree of accuracy and in alignment with

compliance and audit standards.

• Support the integrity of employee records within the designated document management system to ensure
  
  

files remain accurate, complete, and in accordance with organizational and regulatory requirements,

including identifying and addressing documentation gaps, file maintenance needs, and record

inconsistencies in alignment with organizational standards.

• Respond to routine employment record requests, including employment verifications and other standard HR
  
  

inquiries, ensuring accurate and timely fulfillment in accordance with company policy and applicable

confidentiality standards.

• Support HR data reporting and analytics needs by pulling standard reports, compiling active employee data,
  
  

and fulfilling routine reporting requests.

• Support the HR Operations team with departmental projects, large-scale initiatives, and ongoing operational
  
  

programs across a broad scope of HR functions and workflows.

• Provide comprehensive administrative support to the HR team, including processing routine employee
  
  

requests and supporting day-to-day operational needs as assigned.

• Must exercise discretion and maintain confidentiality with regard to all company information
• Completion of all required trainings as designated by the company and accreditation/licensing entities.
• Other duties as assigned.
  
  

Supervisory Responsibilities

None

Required Qualifications

Education, Licensure, & Experience

• High School Diploma or GED required.
• Bachelor's Degree in Human Resources, Business Administration, or a related field preferred.
• Minimum of one (1) year of experience in human resources, HR service delivery, customer service, or
  
  

administrative support preferred.

• Experience in a high-volume or process-driven environment preferred.
  
  

Job Knowledge, Skills, And Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent oral and written communication and interpersonal skills, with a strong commitment to delivering
  
  

consistent, high-quality service.

• Strong organizational skills with the ability to manage competing priorities, maintain accuracy, and reach
  
  

timely resolutions through effective problem solving.

• Proficiency with technology platforms and the ability to learn and navigate new systems efficiently.
• Ability to work independently, exercise sound judgment, and escalate appropriately in a fast-paced
  
  

environment.

• Strong attention to detail with the ability to manage repetitive, process-driven tasks while maintaining
  
  

accuracy.

• Ability to navigate multiple systems, tools, and trackers simultaneously.
• Ability to compile and present basic data and reports in support of operational needs.
• Ability to interpret and apply policies and procedures consistently and accurately when responding to
  
  

inquiries and processing routine transactions.

• Demonstrated ability to handle sensitive and confidential information with discretion and professionalism.
  
  

Physical Demands

While performing the duties of this job, the employee is frequently required to talk or hear. The employee is

regularly required to sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee is

occasionally required to stand, walk, stoop, twist, kneel, or crouch. The employee must occasionally lift and/ or

move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color

vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderately quiet & indoors. This position will require local travel.

This position will be scheduled based on operational need & will be required to provide own transportation.

Incumbent may be exposed to virus, disease, and/or infection from clients in the work environment. Incumbent

may be exposed to traumatic situations (i.e. psychiatric).

Pyramid CORE Values

We are committed and proud to live our CORE values and use them to inspire those around us. Our employees are expected to align with these values, behaviors, and standards. We are held accountable for upholding these CORE Values: INTEGRITY is striving to be honest, transparent, and ethical when dealing with clients, staff, and the community. DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence. PASSION is genuine, compelling, and relentless desire to improve lives and support Pyramid Healthcare’s mission.

Total Rewards For Full-Time Positions

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• 401(k) with Company Match
• Tuition Reimbursement
• Employee Recognition Programs
• Referral Bonus opportunities
• And More!
  
  

Want to know more?

To learn more about Pyramid Healthcare, and how you can achieve personal and professional growth, visit us at: https://bit.ly/Pyramid-Careers.

Pyramid Healthcare, Inc. is proud of its diverse workforce, and is an Equal Opportunity Employer.