What are the responsibilities and job description for the HR Support Advisor position at Team TAG Services, LLC?
The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.
As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as an HR Support Advisor.
As an HR Support Advisor, you will serve as a primary point of contact for Team Members, assisting them with inquiries related to Payroll, Leave of Absence (LOA), Benefits, and Human Resources Operations (HR Ops). You will be responsible for triaging incoming requests, resolving Tier 1 issues, and escalating complex cases to Tier 2 departments. Your role will ensure that Team Members receive timely, accurate, and professional support to enhance their overall experience and satisfaction. Strong communication, problem-solving, and customer service skills are critical to your success in this role.
Key Responsibilities:
First-Level Support:
Respond to incoming calls and tickets from Team Members regarding Payroll, Benefits, LOA, and HR Ops inquiries.
Provide Tier 1 support by addressing common issues such as paycheck inquiries, benefits enrollment questions, and LOA status updates.
Use Workday and other HR systems to verify and update Team Member information, ensuring accuracy and completeness in records.
Issue Resolution:
Diagnose Team Member issues by asking targeted discovery questions and gathering essential details.
Identify opportunities to resolve problems at Tier 1 and escalate more complex issues to Tier 2 teams when appropriate.
Follow up on escalated tickets, ensuring they are resolved within established time frames and keeping Team Members informed of progress.
Ticket Management:
Accurately create, update, and manage tickets in ServiceNow, ensuring all relevant information is documented (e.g., Team Member details, department, issue description, actions taken).
Investigate missing or incomplete information in Workday to ensure tickets are escalated with full context for swift resolution by Tier 2 teams.
Ensure all tickets are closed with appropriate resolution details and follow up with Team Members to confirm satisfaction.
Collaboration & Communication:
Collaborate with Tier 2 teams (Payroll, LOA, Benefits, HR Ops) to gather additional information, clarify processes, and facilitate a seamless resolution of escalated issues.
Proactively communicate with Team Members, ensuring they are updated on the status of their inquiries and issues.
Continuous Improvement:
Identify common themes in Team Member inquiries and offer suggestions for process improvements to enhance the overall experience.
Stay current on company policies, procedures, and HR systems to ensure accurate and up-to-date information is provided to team members.
Minimum Education and Experience:
High school diploma or equivalent required; an associate or bachelor’s degree in human resources, Business Administration, or a related field is preferred.
Previous experience in a customer service or HR support role, preferably within a corporate environment.
Experience with HR systems (e.g., Workday) and ticketing systems is a plus.
Strong interpersonal and communication skills (both written and verbal) with a focus on providing excellent customer service.
Ability to handle confidential information with discretion and professionalism.
Problem-solving skills, with the ability to ask probing questions and gather essential details to resolve issues effectively.
Time management and organizational skills to manage multiple inquiries and tickets simultaneously.
Competence in using HR systems, especially Workday, for accessing and updating Team Member records.
Proficient in Microsoft Office Suite (Word, Excel, Outlook).
Ability to work independently and as part of a team in a fast-paced environment.
Adaptability to changing procedures, policies, and system updates.
Strong attention to detail and accuracy in handling inquiries and updating systems.
Base Pay Range: $20.00 - 22.00 per hour (Actual pay may vary based on experience, performance, and qualifications.)
This position will be based remotely in the PST time zone.
A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.
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Salary : $20 - $22
