Serves as the first point of contact for internal and external customers and colleagues, including all employee levels and applicants.  Consistently provides exceptional customer services with regard to providing timely, accurate information and problem resolution.  Provides sound interpretation and application of Human Resources (HR) policies and maintains basic working knowledge of all supported areas of HR.  Assists with administration and/or implementation of HR policies and processes as appropriate and supports functions for HR Service Center.

1. Functions as the front-line customer-service representative for HR. Receives and resolves customer inquiries from various channels, including via phone, email, intranet and walk-ins.
2. Understand and demonstrate the standards for providing exceptional customer service. Applies skills in active listening, courteous interactions, time management, problem solving, follow up, conflict management, and recovery strategies.
3. Exercise critical thinking skills in supporting employee requests and inquiries through the use of multiple HR information systems such as intranet, MediTech, API, Quanum, etc.
4. Research and resolve issues as appropriate. Accurately assess customer needs and determine whether the inquiry needs to be escalated for resolution. 
5. Accurately sorts, scans and files all documents for employment records, benefits, and ODE according to standard operating procedures.
6. Creates employee badges and ensures adequate supplies are available.
7. Retrieve voicemails and direct to the appropriate party, when appropriate.
8. Complete submitted employment verifications, leave verification letters, etc.
9. Remains open to process improvement ideas and looks continuously for ways to improve processes to more effectively meet customer needs. Provide recommendations on opportunities for improvement.
10. Assist new hires with onboarding process, to include, completion of I-9 forms, direct deposit forms, tax forms, securing badge photos, etc.
11. Supports HR operations and HR Service Center as a team liaison.
12. Provides sound interpretation and application of HR policies and procedures in daily work activities.
13. Maintains a working knowledge of policy and procedure updates.
14. Meets or exceeds established standards for productivity and accuracy.
15. Maintains confidentiality and accuracy with regard to employee records and issues.
16. Continually develops knowledge of broader HR areas and DCH Health System.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.

• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.

• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

High school graduate or equivalent required. Minimum one year clerical experience required, previous Human Resources experience preferred. Ability to type at least 20 wpm. Working knowledge of Microsoft office and internet. Pleasant telephone voice and positive, energetic communication to  greet visitors and staff in a friendly and efficient manner. Ability to multi-task in fast-paced environment with quick turnaround times. Excellent organizational and communication skills required.  Must demonstrate respect for diversity and be able to maintain confidentiality when responding to inquiries.  Must work well in a team environment.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to read, write legibly, speak, and comprehend English.

WORKING CONDITIONS

WORK CONTEXT

• Job hours are typically 7:30a-4:00p Monday-Friday, however, there may be times when earlier or later hours are necessary.

PHYSICAL FACTORS

• Activities: Talking, hearing, bending, twisting, walking, running, kneeling, crouching, stooping, crawling, climbing, balancing, reaching, pushing, pulling, lifting, grasping, repetitive motion, standing, and/or using hands to handle, control, or feel objects, tools or controls).
• Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
• Must be able to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Physical presence onsite is essential.

PSYCHOLOGICAL FACTORS

• Frequent contact with others: deals with internal and external customers, face-to-face discussions, email and telephone communications.  Possible dealings with unpleasant or angry people.