HR Service Center Representative I

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.  

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As an HR Service Center Representative I, fulfilling this goal starts in the office, where you serve as the first point of contact for all incoming inquiries, issues, and work requests related to HR administration and transactions. You will manage these questions and cases to closure, while appropriately escalating complex cases to supervisors as needed. 

A caregiver in this position works remotely from 8:30AM - 5:00PM.

A caregiver who excels in this role will:  

• Provide first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems. 
• Record caller inquiries and requests, communicate resolutions and update cases using case management tools. 
• Maintain customer contact until request is resolved, including informing customer of status and resolution. 
• Provide accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research. 
• Perform basic administration processing and approval of transactions, data input and verification of required documentation. 
• Utilize knowledge base tools to provide consistent answers to customers. 
• Educate caregivers on company practices and tools (e.g., HR Portal, ESS, MSS) to encourage caregivers to resolve questions on their own. 
• Refer complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required. 
• Provide document support by managing incoming and outgoing forms and information. 
• Develop an in-depth understanding of customer needs. 
• Identify and resolve customer issues and anticipate future needs by explaining/suggesting/providing additional information that the customer needs to know to successfully perform their duties. 
• Provide inputs to update and maintain knowledgebase FAQs, solutions and troubleshooting guides. 
• Meet key performance measures such as first call resolution, average answer speed, and call quality. 

Minimum qualifications for the ideal future caregiver include:  

• High School Diploma/GED 
• Three years of applicable Human Resources service delivery experience, including benefits administration, absence management or other related discipline OR two years of experience as a Cleveland Clinic HR Service Center Representative I 
• Proficiency in Operational Excellence, general word processing, spreadsheets, HR systems and call center technology tools 
• Customer service experience 

Preferred qualifications for the ideal future caregiver include: 

• Project management experience 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/      

Physical Requirements:

• Ability to perform work in a stationary position for extended periods. 
• Ability to travel throughout the hospital system. For some roles, ability to travel to other locations, including international travel.
• Ability to operate a computer, audio visual and other office equipment.           
• Ability to communicate and exchange accurate information, including the ability to deliver any applicable training in person and virtually.
• In some locations, ability to move up to 25 lbs. 

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities