Job Title: HR Service Delivery Specialist (Remote)
Location: Remote (covering multiple states)
Department: Human Resources
Reports to: HR Service Delivery Senior Manager
About Us:
We are a leading women’s healthcare organization committed to improving the lives of women through compassionate care, innovation, and clinical excellence. As we continue to grow, we are seeking an HR Service Delivery Specialist to join our dynamic HR team. This is a remote position that will support the HR Service Delivery team by managing day-to-day HR inquiries and ticket workflow assignments.
Position Overview:
The HR Service Delivery Specialist will serve as the first point of contact for general HR inquiries and will manage the day-to-day flow of HR service tickets. This individual will support colleagues with questions related to benefits, paid time off (PTO), personal information changes, and employment verifications. The HR Service Delivery Specialist will help streamline HR processes by identifying areas where automation can reduce volume, focusing on improving the efficiency and effectiveness of the HR department.
Key Responsibilities:
- Ticket Workflow Management:
- Serve as the primary point of contact for Tier 0 and Tier 1 HR inquiries, handling general requests through the ticketing system.
- Assign tickets appropriately to HR team members and track ticket progress to ensure timely resolution.
- Monitor and manage the ticketing queue, ensuring that incoming requests are promptly addressed and categorized for further follow-up.
- General HR Support:
- Answer colleague inquiries related to benefits, PTO, personal information changes, and employment verifications.
- Provide clear, concise information on HR policies, benefits enrollment, eligibility, and PTO processes.
- Ensure that colleagues' personal information is updated accurately within UKG Pro, the HRIS system of record.
- Process Improvement & Automation:
- Identify recurring, low-complexity issues (Tier 0 or Tier 1 inquiries) and work with HR leadership to implement solutions, including automation where possible.
- Evaluate daily processes to uncover inefficiencies and propose process improvements that reduce manual workload, enhance the colleague experience, and streamline HR service delivery.
- Work closely with the HR Service Delivery Senior Manager to prioritize and implement automation initiatives in collaboration with the HR Analyst.
- Collaboration:
- Collaborate with HR Generalists, Analyst, and other teams (e.g., Benefits, Payroll, IT) to ensure a smooth flow of information and services.
- Act as a liaison between colleagues and HR team, ensuring timely communication and case resolution.
- Documentation & Knowledge Base:
- Maintain accurate documentation of HR processes and standard operating procedures.
- Contribute to the knowledge base to enable colleagues to self-serve and find solutions to common HR inquiries.
- Critical Thinking & Problem Solving:
- Use deductive reasoning and critical thinking to resolve complex issues efficiently.
- Continuously utilize service levels, performance metrics, and trends to identify areas for improvement and optimization.
- Customer Service Mindset:
- Provide Customer-Centric Support: Deliver prompt, courteous, and solutions-focused assistance to colleagues, ensuring a positive and supportive experience.
- Anticipate Colleague Needs: Proactively identify concerns and provide guidance that aligns with their unique situations, fostering trust and satisfaction.
- Maintain Professional Communication: Use clear, empathetic, and respectful language in all interactions, tailored to meet the needs of diverse employee audiences.
Qualifications:
- Experience:
- 2+ years of experience in an HR service delivery, HR support, or administrative role (preferably in a healthcare or multi-state environment).
- Prior experience working with ticketing systems (experience with Zoho Service Desk or similar platforms) a plus.
- Skills:
- Strong critical thinking and problem-solving abilities, with a proactive approach to resolving issues.
- Excellent communication skills, with the ability to handle sensitive information and provide clear, concise responses.
- Experience in benefits administration, PTO management, and employment verifications.
- Deductive reasoning skills, with the ability to analyze and evaluate day-to-day processes for improvements.
- Familiarity with HRIS systems and ability to update colleague information accurately.
- Ability to work independently, manage time effectively, and stay organized in a fast-paced environment.
- Personal Attributes:
- A self-starter with a passion for improving processes and delivering exceptional service to colleagues.
- High level of integrity and confidentiality in handling personal and sensitive information.
- Strong interpersonal skills and ability to collaborate effectively with team members across multiple states.
- Comfortable with remote work and capable of managing a home office environment.
Preferred Qualifications:
- Experience in a women’s healthcare or healthcare-related organization is preferred but not required.
- Leave of Absence support experience and knowledge of state-specific HR laws is a plus.
Full Time Benefits Summary:
- Full time benefit-eligibility beginning the first of the month after hire
- Immediate 401(k) matching contribution with no vesting period
- Generous PTO offering with additional time off for volunteering
- Choice of multiple medical insurance plans to best meet your needs
- Access to Axia providers at little to no cost through Axia’s medical insurance
- Axia-paid life insurance, short term and long term disability
- Free counseling for colleagues and family members, including parents and parents-in-law
- Access to discount on Hotels, Theme Parks, Gym Memberships, and more through the Great Works Perks Program
- Additional insurance options including dental, vision, supplemental life insurance, FSA, HSA w/ employer contribution, identity theft, long term care, pet insurance and more!
At Axia Women’s Health, we’re passionate about creating a community where our colleagues and patients feel empowered to be their full, authentic selves. We welcome all individuals – without regards to gender, race, ethnicity, ability, or sexual orientation – and proudly celebrate our individual experiences and differences.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be currently authorized to work in the United States on a full-time basis.
