Job Description:

The Solutions Center Specialist is responsible for assisting caregivers with specific inquiries and processing specialty team transactions. This includes receiving, prioritizing, documenting, and actively resolving caregiver requests. This position works within enterprise HR systems to manage information and processes. This position works under the direction of the HR Solutions Center Supervisor and partners with aligned Networks of Expertise and Business Partners.<br><br>

Position is can be fully remote; however, we are currently unable to consider candidates for remote opportunities in the following states: California, Hawaii, Rhode Island and Washington.

Work Schedule: Monday - Friday, 8:00 am - 5:30 pm

Scope
This position responds to Solution Center inquiries from caregivers across the Intermountain Healthcare system.

Job Essentials

• Assists caregivers with escalated inquiries via telephone, email, and other technology-enabled avenues in a courteous manner.

• Accurately and efficiently processes transactions, answer questions, and resolves concerns for assigned specialty area and other specialty areas as assigned.

• Documents pertinent information into case management system including all actions taken and final resolution of escalated cases.

• Resolves caregiver requests using knowledge of Human Resources related laws and regulations, job roles and workflow, organization hierarchy, and supporting resources and programs.

• Performs data entry functions for assigned specialty, accurately entering and maintaining records.

• Provides navigation support to caregivers on how to use the self-serve portal.

• Maintains the confidentiality of caregiver's information to be compliant with internal policies and procedures.

• Provides feedback to Knowledge Repository Content Owner (KRCO) to ensure appropriate direction is provided to caregivers.

• Works with other specialists to develop standard work and best practices.

• May provide coaching or formal training on systems and processes.

• Adheres to the guidelines of the HR Solutions Center customer service and productivity standards.

• Resolves requests and incidents using proficiency in data management to enter, extract, compile, interpret, and make recommendations about HR metric data from HR systems.

• Escalates questions (when required) to the appropriate Network of Expertise or Business Partner.

• Provides reports for administration, managers, and Business Partners upon request.

• May provide project support to the COE or supervisors as assigned.
  

Minimum Qualifications

• One year of experience in a customer service role requiring use of enterprise software systems.

• Demonstrated proficiency in computer software including word processing, spreadsheets, presentations, and calendaring.

• Demonstrated customer service and problem-solving skills.

• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills.

• Demonstrated skills in diplomacy and discretion with excellent customer relations skills.
  

Preferred Qualifications

• One year of Human Resources work experience.

• A working knowledge of the healthcare industry, roles, and terminology.

• Experience in a role that includes coaching and training others to use enterprise software or case management systems.

• Bilingual Spanish/English preferred.

Physical Requirements:

• Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.

• Operate computers, telephones, office equipment, including manipulating paper requiring the ability to move fingers and hands.

• See and read computer monitors and documents.

• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location:

Employee Service Center

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$21.44 - $32.66

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers , and for our Colorado, Montana, and Kansas based caregivers our commitment to diversity, equity, and inclusion .