What are the responsibilities and job description for the Representative, HR Shared Services position at Unified Women's Healthcare?
Overview
Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815 clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700 independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality.
The HR Shared Services Representative supports the HR Support Center by serving as a first point of contact for employee inquiries and service requests. This role is responsible for accurately classifying requests, resolving Tier I inquiries, escalating complex or sensitive matters as appropriate, and ensuring timely, thorough communication and documentation through HR service management systems. The position also maintains confidentiality, supports compliance with company policies and legal requirements, and contributes to continuous process improvements by identifying recurring issues and opportunities to enhance knowledge resources.
Responsibilities
Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.
Here’s a look at what we offer:
Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815 clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700 independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality.
The HR Shared Services Representative supports the HR Support Center by serving as a first point of contact for employee inquiries and service requests. This role is responsible for accurately classifying requests, resolving Tier I inquiries, escalating complex or sensitive matters as appropriate, and ensuring timely, thorough communication and documentation through HR service management systems. The position also maintains confidentiality, supports compliance with company policies and legal requirements, and contributes to continuous process improvements by identifying recurring issues and opportunities to enhance knowledge resources.
Responsibilities
- Accurately and efficiently classify inquiries and service requests received by the Support Center, ensuring clear understanding of the request or issue and identifying the level of service required to complete the request.
- Provide resolution support for Tier I inquiries or service requests, owning the communication with the customer to ensure comprehensive resolution.
- Identify and appropriately escalate more complex or sensitive issues to the appropriate Senior Specialists or HR Centers of Excellence, as needed.
- Ensure timely, comprehensive inquiry resolution by adhering to Support Center service-level agreements, communication standards, and documentation expectations.
- Log, track, and resolve service requests or inquiries using HR service management systems. Follow ways of working and operating procedures to maintain strong documentation of the interactions across intake methods, including taking thorough case notes.
- Provide exceptional service by following the department’s model of Service Excellence.
- Support HR process improvements by identifying recurring or systemic issues and providing feedback, including identifying the need for new or updated knowledge articles.
- Maintain confidentiality and handle sensitive employee information with discretion.
- Ensure compliance with company policies and legal regulations in all interactions.
- Participate in training and development to stay current on HR systems and policies.
- Other duties as assigned.
- High school diploma or GED.
- Previous experience in Human Resources, Customer Service, or a closely related field required.
Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.
Here’s a look at what we offer:
- Health Coverage
- Paid Time Off
- Financial & Retirement Planning
- Income Protection
- Wellbeing Support
- Professional Development