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.

Organizes and assists with applicant tracking, interview and event scheduling and ensures an organized and efficient onboarding for new hires. 

Front Desk/Scanning:

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. Understands and demonstrates 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. Exercises 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. Researches and resolves issues as appropriate.  Accurately assesses customer needs and determines whether the inquiry needs to be escalated for resolution. 
5. Accurately and efficiently scan personnel documents into HR electronic record.
6. Creates employee badges and ensures adequate supplies available.
7. Retrieve voicemails addressing to appropriate parties.
8. Complete submitted employment verifications
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. Supports HR operations and HR Service Center as a team liaison.
11. Provides sound interpretation and application of HR policies and procedures in daily work activities.
12. Maintains a working knowledge of policy and procedure updates.
13. Meets or exceeds established standards for productivity and accuracy.
14. Maintains confidentiality and accuracy with regard to employee records and issues.
15. Continually develops knowledge of broader HR areas and DCH Health System.

Employment:

1. Assists all Recruiters in reviewing high volumes of job applications for candidacy eligibility and interview consideration.
2. Uses applicant tracking system for requisition tracking, postings and reports.  Reviews job requisitions for accuracy.
3. Coordinates and tracks background check submissions and completions.
4. Coordinates interview schedules with hiring managers and candidates.
5. Compiles interview rating data for Recruiters to make job offers and makes job offers.
6. Ensures all hospital, state, federal and regulatory compliance documentation is complete before new hire is on-boarded according to deadlines via constant verbal, written and/or electronic communication with candidates.
7. Maintains a tracking system to ensure compliance standards are met for various job classifications.
8. Maintains positive and efficient communication in aspects of responsibilities and ensures timely communication to hiring managers of status of vacant and filled positions.
9. Coordinates orientation schedule and any special sign-up orientations to meet candidate and hiring manager scheduling needs.
10. Walks/escorts candidates and others to recruitment interviews/events.
11. Creates and maintains ongoing recruitment and human resources data analysis.
12. Contributes to continuous process improvements and cost efficiencies in HR processes and practices.
13. Develops and maintains accurate spreadsheet and data records for candidate tracking.
14. May coordinate and/or assist in development and distribution of special recruitment media, mailings, communication/letter development.
15. Answers calls, emails, etc. of candidates/managers regarding job postings and availability.
16. Participates as a team player in HR projects and events.
17. Types letters and correspondence for Director and team.

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, bachelor’s degree preferred. Ability to type at least 20 wpm.  Minimum one year clerical experience required. 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.