HR Case Resolution Specialist

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Pursues excellent service to our employees by providing end-to-end service to employees who have human resource questions or requests.  Central Case Management is a holistic process for assessing the individual’s total situation and addressing the needs and problems found in that assessment.  The CCM Resolution Specialist will perform a variety of Tier 2 tasks and support projects to improve processes and employee experience.  Responsible for administration and case resolution that may include but not limited to employee and manager direct access support, employee transactions, learning, talent support, performance management, benefits support and reports/audits/non-case management tasks. CCM will deliver an exceptional experience that will not be treated as a transaction.

• Validates and processes HR transactions using knowledge of the system and provided documentation and tools.
• Monitors HR transactions for adherence to defined processes and denies or escalates exceptions.

• Maintains HR data in proper systems to ensure accuracy and data integrity.

• Researches, resolves and responds to escalated cases from HR Contact Center.

• Provides excellent service to the employee, manager, and other HR members providing redirection and educational opportunities to increase customer knowledge while resolving the current situation.

• Identifies process and procedure improvement opportunities.  

• Process transactions within the employee records program and basic data integrity pre/post transactional audits.

• Draft and provide input on SOP to be reviewed together with the analyst and given to and work with a knowledge base analyst and training of HRSS co-workers.

• Serves as liaison between internal and external customers with HRSS

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

• High School Diploma or equivalent 
• 3-4 years in HR with 1 year in case management
• SME HR transactions and processes
• POC for user support, processes and self-service functionality
• Customer experience requiring outreach via case, phone, and zoom
• Accuracy completing tasks within guidelines for productivity and SLA
• Collaborate w/Analyst, Srs and Supervisor as needed Independently manage tasks, caseloads and audits
• Agility to support teammates and coverage of tasks during peak volumes 
• Adaptability to new standards