Under general supervision, provides quality initial support services to all HFHS employees with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating and analyzing the employee request/concern, quickly interpreting the situation, determining the appropriate resolution and/or escalation, and communicating the resolution and escalation to the customer. Assists HFHS employees and managers with basic to moderately complex questions related to Human Resources (HR), Payroll, Benefits, Time and Attendance and other HR related issues. Maintains accurate documentation within case management system of calls, transactions, and outcomes of issues raised for administrative review and follow up. Assists HFHS employees with basic to moderately complex questions related to employee/manager self-service, intranet, or PeopleSoft utilization. The position requires attention to detail and strong customer service experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provides initial support, investigation, resolution and follow up to incoming inquiries/calls related to Human Resources (HR), Payroll, Benefits, Time and Attendance and other HR related issues.
• Resolves basic to moderately complex issues. Maintains knowledge of all first-tier related questions in order to provide prompt, highly responsive and superior customer service to all inquiries.
• Identifies and escalate issues to HR Representative II as appropriate.
• Maintains accurate documentation within case management system of calls, transactions, and outcomes of issues raised for administrative review and follow up. Identifies trends that may need additional attention and reports to the Manager.
• Adheres to current workplace procedures in accordance with procedure manual and standard operating procedures.
• Provides input for customer service standards and maintain the same.
• Participates in cross-functional teams and initiatives related to process improvements and enhancements.
• Maintains professional growth and development through seminars, workshops and other learning opportunities.
• Performs other related duties as assigned or requested.

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.  

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

        committed to the hiring, advancement and fair treatment of all individuals without regard to

        race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

        weight, marital status, family status, gender identity, sexual orientation, and genetic information,

        or any other protected status in accordance with applicable federal and state laws.