Rush University Medical Center  Supervisor, HR Service Center in Chicago, Illinois

Job Title: Supervisor, HR Service Center

Department: Human Resources

Shift: 1st

Full/Part: Active Regular FT (72 to 80 hours per pay period)

Specialty: Human Resources

Job Number: 2018-3374

Job Description:

Supervisor HR Service Center

Actively participates and provides leadership in a fast paced team environment to provide customer service to managers and employees.

Position Highlights:

  • This position provides a high volume of customer service support for employee and applicant inquiries via telephone, by email and in person.

  • Assists Rush employees and applicants with requests related to benefit plans, compensation, payroll and other employment-related transactions and provides timely resolution to customer service inquiries.

Position Responsibilities:

  • Supervise a team of staff in delivery of customer service.

  • Be a key contributor during the build of a new Employee Service Center.

  • Building training materials and train HR Service Center agents on subject matter across all specialty areas within HR, Payroll and Retirements.

  • Provides customer service and support to employees, managers and HR team members for resolution of questions, issues and problems related to Employee Service Center supported services.

  • Responds to email and phone inquiries from employees, capturing accurate and comprehensive summaries of issues and resolution using the case management system.

  • Builds and maintains cooperative working relationships across interdepartmental boundaries while resolving customer and vendor issues, creating and updating procedures and processes resulting in complete documentation for customer issue and request resolution.

  • Provides effective coaching to team members in the areas of customer service and communication resulting in excellent customer service and staff performance.

  • Effectively refer employees to appropriate HR subject-matter experts when escalation is required and follow-up to assure employee inquiry or request is addressed.

  • Serves as an escalation point for issues that requirement management attention and decision making.

  • Ensures each representative within the Service Center understands the confidential nature of HR and adheres to all Company policies and Service Center policies related to confidentiality and security of personal information when processing all transactions and addressing client inquiries.

  • Maintain up to date knowledge and complies with all State, local and Federal regulations and requirements.

  • Stay abreast of current shared services strategies, benchmarks and metrics required for a forward thinking delivery model that will encourage and embrace self-service adoption growing across the enterprise.

  • Collaborates with HR leadership to establish service center standards and goals.

  • Monitor quality and quantity of service delivered.

  • Perform other duties as assigned.

Position Qualifications Include:

  • Bachelor degree.

  • 5 years of experience in an HR call center environment.

  • 2 years of experience in managing people.

  • Knowledgeable, maintains and complies with all State, local and Federal regulations and requirements

  • Demonstrate high learning agility for technology. Proficient in Microsoft Excel and Word applications; experience with HRIS and customer relationship management systems.

  • Independently able to analyze complex situations and make recommendations for solutions or alternatives.

  • Ability to multi-task and manage competing priorities.

  • Proactive and highly motivated with a professional attitude and ambition.

  • Demonstrate initiative and willingness to take on new work.

  • Clear and concise verbal and written communication skills and a professional demeanor.

  • Experience creating and implementing procedures for various processes within the department.

  • Experience with Infor/Lawson highly desirable.

Company Highlights:

  • Ranked among the top academic medical centers in the country, Rush University Medical Center is an outstanding place to enhance your career. Everything we do centers on one goal: improving patient care.

  • Ranked among the top 20 best places to work in healthcare by Indeed.

  • Rush offers a competitive salary, and valuable healthy living benefits including: health, dental and vision to help you maintain and improve your health. Rush also offers several ways to invest in your future.

  • For demonstrating leadership in the use of information technology, Rush University Medical Center and Rush Oak Park Hospital have been listed among the most wired hospitals in the nation by Hospitals & Health Networks magazine.

  • In U.S. News & World Report's 2017-2018 Best Hospitals issue, Rush ranked among the top 50 hospitals in 8 of 16 categories.

  • The Association for the Accreditation of Human Research Protection Programs (AAHRPP) has awarded Rush full accreditation for three years. Rush is one of the first academic medical centers in Illinois to receive this accreditation.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.