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About Us
As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.
Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
General Overview
The HR Support Center Representative will resolve inquiries from employees, managers, retirees, and other 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, performing a range of services and fully documenting all cases in the case management system.
Principal Duties and Responsibilities
- Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines
- Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high quality services that meet or exceed customer expectations
- Investigate issue areas and determine methods of mitigation to resolve problems within acceptable time-frames, routing or escalating complex transactions to supervisor, manager, customer service specialists or tier two for resolution as appropriate
- Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need and assist in the resolution of concerns
- Fully document all cases in case management application, establish / update processes as necessary
- Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels met
- Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality
- Assist and encourage users to make effective use of self-service options, empower them to solve inquiries
- Educate and inform customers of the full range of shared service support available to them
- Ensure compliance with Mass General Brigham’s policies and procedures
- Work to continuously improve and be adaptable to changes as they occur
- Contribute positively to a knowledge-sharing environment by documenting and sharing all relevant experiences
- Use/s the Mass General Brigham’s values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
- Other duties as assigned
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Qualifications
- A combination of education and experience may be substituted for requirements
- Bachelor’s degree or relevant professional experience
- Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case / knowledge management
Skills, Abilities and Competencies
- Ability to assess situations, think critically and problem solve
- Strong verbal and written communication skills
- Strong organization skills, attention to detail and follow through
- Excellent interpersonal skills both in person and over the phone
- Demonstrated ability to deliver on customer satisfaction
- Success implementing continuous improvement processes and exceeding key performance metrics
- Ability to protect the privacy of individuals and the confidentiality of employee and applicant information
- Highly motivated, team focused, and results oriented; ability to work effectively in a fast-paced, self-directed team-based environment
- Possible local travel to Mass General Brigham sites
EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.
Primary Location MA-Somerville-MGB Assembly Row
Work Locations MGB Assembly Row 399 Revolution Drive Somerville 02145
Job Benefits
Organization Mass General Brigham(PHS)
Schedule Full-time
Standard Hours 40
Shift Day Job
Employee Status Regular
Recruiting Department MGB Human Resources
Job Posting May 12, 2022
