HR Support Center Representative II

Site: Mass General Brigham IncorporatedMass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.Job Summary SummaryThe HR Support Center Rep II will resolve inquiries from employees, managers, retirees, customers, and external parties.

They will also help resolve concerns and issues regarding processes and policies through phone, email, case management, and chat. This person will strive to meet all expected service levels and business performance goals, perform a full range of services, and document all cases in the case management system.Essential Functions-Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.-Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate.

-Serve as a specialist, able to handle escalated cases from customer service analysts. -Perform additional responsibilities such as managing knowledge articles or participating in special projects. -Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations. -Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.Qualifications Education Bachelor's Degree Related Field of Study preferredExperience can be accepted in lieu of a degreeExperience 2-3 years HR experience required2-3 years Contact Center experience required0-1 years Experience in the healthcare industry preferred Knowledge, Skills and Abilities - Highly motivated, team-focused, and results-oriented; ability to work effectively in a fast-paced, self-directed team-based environment.- Ability to assess situations, think critically, and problem-solve.- Strong verbal and written communication skills, including the ability to guide others.- Strong organization skills, attention to detail, and follow-through.- Excellent interpersonal skills both in person and over the phone.Additional Job Details (if applicable) RemoteM-F Eastern Business Hours required 8am-430pm ET required A quiet, secure, compliant workspace is required for remote workdays, and will be viewed and confirmed via Microsoft Teams Video on day 1 for all remote hiresHR will ensure that candidates have a HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others)Remote Type RemoteWork Location 399 Revolution DriveScheduled Weekly Hours 40Employee Type RegularWork Shift Day (United States of America)Pay Range $22.22 - $31.71/HourlyGrade 4At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization.

Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your c