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HRSC Call Center Rep I

Requisition #

58823BR

Physical Location

Minneapolis, Minnesota

Posted Date

11-Oct-2019

Dept. Name

HRSC - Contact Center

Hours Per Week

40

Contract

Noncontract

Introduction

Allina Health is dedicated to the prevention and treatment of illness and enhancing the greater health of individuals, families and communities throughout Minnesota and western Wisconsin. A not-for-profit health care system, Allina Health cares for patients from beginning to end-of-life through its 90+ clinics, 12 hospitals, 16 pharmacies, specialty care centers and specialty medical services that provide home care, senior transitions, hospice care, home oxygen and medical equipment, and emergency medical transportation services. Allina Health is a vibrant, growing organization with opportunities to suit your professional skills and a diverse work environment to match your specific interests. We believe employees are our greatest asset and are dedicated to helping you develop and maximize your professional skills.

The Commons, located in Minneapolis, is the headquarters of Allina Health, a not-for-profit health care organization serving patients and communities. Approximately 1,600 corporate and administrative service employees work at offices within Midtown Exchange, the site of the historic Sears retail complex at Chicago Avenue and E. Lake Street. This community landmark, adjacent to the campus of Abbott Northwestern Hospital, part of Allina Health, is the second largest building in Minnesota and includes offices, an internationally themed public market and residential units.

 

Responsibilities

Req ID: 58823
Interacts and serves as the key contact position with employees, managers, human resources staff and HRSC staff employees. Follows procedures to advise and guide in a timely, accurate, and courteous manner. Approximately 90% of time on phones receiving and/or placing calls.
  • Participates as a member of the HR Service Center (HRSC) team to effectively meet HRSC quality outcomes and performance standards. Provides a high level of Customer Service.
  • Fields employee, human resources and manager calls, which require a strong knowledge of payroll, benefit, retirement, and pension policies and procedures.
  • Appropriately identify research, resolves concerns, problems, and issues in a timely manner. Communicate outcome in a timely fashion to employee, human resources, or manager.
  • Works independently to research lengthy and complex issues and calls the customer back as required. As appropriate, refers more complex problems/issues to supervisors.
  • Recommends refinements in HR call center policies and procedures in order to improve the effectiveness and efficiency of the call center.
  • Assists employees in the navigation of self-service applications.
  • Responds to additional inquiries made through email, fax, Web site, and mail.
  • Tracks incoming calls and documents through call tracking system (ServiceNow).
  • Utilizes tools including PeopleSoft, ServiceNow, OnBase, Kronos and MyAllina. Also enters data transactions.
  • Manages OnBase Fax Queue by indexing incoming forms for processing.
  • Processes Employment Verification Requests, as needed.
  • Perform other duties as assigned.

Education

BA preferred or equivalent experience.
*Qualifications/Skills :
  • 3-4 years customer service required; call center experience preferred.
  • 1+ years of demonstrated HR experience required
  • HR related experience in Health and Welfare Benefits, Retirement or Leave of absence processing is a plus.

Qualification/Skills

Customer Service:
  • Service Orientation: Sensitive and responsive to customer needs and priorities; establishes rapport, expresses empathy, and maintains composure.
  • Program/Product Knowledge: Displays knowledge and proficiency in explaining and administering HR programs/products. Utilizes available information and refers employees to appropriate resources.
  • Call Focus: Ready to assist caller and set expectations. Keeps call focused, listens, and identifies issues.
Personal Effectiveness:
  • Oral Communication: Speaks effectively in individual and group situations; expresses ideas in a clear, thorough and concise manner; actively listens to what others say.
  • Team Orientation: Shows genuine interest in others’ needs and opinions; shares appropriate information with others, makes effort to seek others’ input, willingly collaborates and cooperates with others, develops effective working relationship with key associates.
  • Self-Development: Identifies personal strengths and development needs; works to improve skills and performance proficiency; takes action toward self-development.
  • Applied Learning: Understands and applies new ideas and methods to practical, concrete situations.
Managing Results:
  • Organizing: Handles work in an efficient, systematic way; keeps materials and other resources orderly and arranged logically.
  • Problem Solving: Tries to solve own work problems in a constructive way; makes decisions related to work that consider the alternatives, leadership direction, and time constraints.
  • Coordinating: Works with others to make sure efforts and output are coordinated.
  • Judgment: Takes logical actions to get work done; uses common sense, acts in a rational, reasonable manner.

Technical:
  • Information Systems/Software: PeopleSoft, Kronos, Allina Knowledge Base, OnBase, Pension Systems and Microsoft based applications.

Work Schedule

Monday - Friday; 8:00A - 4:30P

Location/Community Information

Minneapolis boasts being both cosmopolitan yet small enough that you can find a place to call home whether on a lake, golf course, or in an adjoining suburb. With the fast pace of activity there are professional sports, theater, or enough parks for a quiet walk. The area has numerous schools and colleges, both public or private, and enough teams for all weekend athletes to join.

  • Located in Minneapolis
  • Population = 380,000
  • Service Area = 2,882,245

Community Resource Links:

Community Information School Digger

Explore Minnesota MN Dept of Education

Minneapolis St. Paul MagazineSt. Paul Pioneer Press

Twin Cities Living MagazineStar Tribune


Closing

If you are interested in becoming part of our award winning team of professionals, please apply online today. Allina Health is committed to providing Equal Employment Opportunities to all employees and applicants. EO M/F/Disability/Vet Employer.


Requisition #

58823BR
Human Resources