Reference #: 1011814
SHIFT:Day (United States of America)Seeking Breakthrough MakersChildren's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.CHOP's Commitment to Diversity, Equity, and InclusionCHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.A Brief Overview
The HR Service Center Data Coordinator - HR Compliance is responsible for providing tier two resource support on all HR policies, processes, and programs. This role will be part of a team that serves as the first point of contact (phone, email, chat) for HR customers. The HR Service Center Data Coordinator - HR Compliance will have a strong focus on service delivery excellence within the established service level agreement as well as other routine department-related tasks. The ideal candidate will have excellent interpersonal, listening, verbal and written communication skills; must be detailed oriented; and interact effectively with all levels of staff and management.What you will do
Acts as a Tier II point of contact for department-related customer requests (inquiries and issues) and escalates to appropriate team subject matter expert when required
Works closely with CHOP's third-party vendors to escalate/resolve employee requests
Answers and resolves HR customer requests including navigational support and processing of corrective transactions when required
Supports Tier 1 Service Center calls and cases as identified.
Maintains customer contact until request is resolved, including informing customer of status and resolution
Completes various employee forms and letters as requested
Provides accurate, consistent, and timely responses to department-specific requests that are both routine and non-routine, and research requests further when required
Utilizes knowledge base tool to provide consistent answers to customers and drafts knowledge articles based upon recent cases
Educates customers on best practices and tools (e.g., HR Service Portal, Employee Self-Service, Manager Self-Service) available
Refers complex cases requiring interpretation to the appropriate Specialist or HR Functional team if additional research or expertise is required
Establish regular meetings with departmental team(s) to address complex cases and best practices for case resolution
Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change
Maintains adherence to all audit/compliance and regulatory requirements
Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
Contributes positively to the team through the sharing of knowledge, ideas, and active participation in meetings
Achieves operational metrics in support of the delivery of the HRSC service level agreements
Collaborates with the HR technology team on technical support as required
Other projects and initiatives as determined by the needs of the business.Education Qualifications
High School Diploma / GED - Required
Bachelor's Degree - PreferredExperience Qualifications
At least one (1) year Relevant Customer Service experience - Required
At least one (1) year Wo king in HR Operations or HR field - RequiredSkills and Abilities
Ability to provide empathetic service in a fast paced environment
Strong communication skills (written and verbal)
Strong organizational skills, self-motivated and results driven
Effective time management and prioritization skills
Ability to adhere to policy in the maintenance of confidential information
Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR)
Knowledge and understanding of overall HR policies, processes and procedures
Ability to escalate issues or gaps discovered in process/policyTo carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.EEO / VEVRAA Federal Contractor | Tobacco StatementChildren's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
