People Solutions Service Agent

Overview: The People Services Agent plays a vital role in the frontline service delivery of the People Solutions and Service Center ("PSSC"). This role applies business knowledge and human resources expertise to provide core HR support to the Human Resources department and HR service and issue resolution to employees. The position has a key role in organizational success by providing guidance on recruitment, separations, performance management, employee relations, Learning and Development, and HR best practices while delivering high-quality service to employees across the enterprise.

Duties and Responsibilities:

• Proactively respond to, resolve or escalate employee queries, requests or issues submitted to the PSSC, ensuring high quality service and advocacy for the employee experience;
• Provide operational and transactional support to all HR functions;
• In conjunction with the other HR COEs, maintain compliance with federal and state regulations concerning employment, including but not limited to I-9 employment eligibility, Wage Theft Protection Act, EEO, OSHA, etc.
• Provide employee and management guidance to inquiries submitted via ticketing system;
• Ensure programs and initiatives are delivered according to the Company's policies and procedures;
• Conduct research and make recommendations to improve the effectiveness of Human Resources programs and policies;
• Work closely with the HRBP team to support educational presentations to enhance employee engagement;
• Assist with the annual benefit open enrollment process;
• Liaise between employees and the Benefits department to support all employee leaves (FMLA, Paid Family Leave [PFL], Military Leave, and Unpaid LOA);
• Complete Employee Status Change Forms (ESCF) to support employee transactions relating to personnel changes, , suspensions, and corresponding leaves of absence into the system;
• Generate monthly, standard, custom, and ad-hoc reports in support of program needs and management objectives;
• Assist with processing new hires in accordance with the onboarding workflows and processes to include background checks/drug screens, etc;
• Review and prepare documentation for Corrective Actions, Performance Improvement Plans, Warnings, Individual Development Plans, and File Notes, ensuring submission of complete documentation in the ER case management system and employee files;
• Support and, in some cases, oversee employee engagement initiatives;
• Partner with the HRBPS to assist with the annual performance evaluation process;
• Provide quality customer service to employees and HR Business Partners;
• Ensure confidentiality of all employee/agency information;
• In conjunction with the HRBP/Management to compose/review/approve corrective actions;
• Support the Unemployment Claims processing;
• Respond to EEOC charges in partnership with the HRBP team;
• Personnel file maintenance
• Update Application Tracking Systems;
• Support the interview process as needed; and
• Other duties as assigned.
• Maintain compliance with Inovalon's policies, procedures, and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company; and
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Job Requirements:

• Minimum of 3 years of human resources experience;
• Intermediate or higher skills in PowerPoint, Excel and Visio and other HRIS systems - Oracle HCM preferred;
• Excellent interpersonal, oral and written communication skills;
• Highly organized, detail orientated and results-driven follow-up and follow-through abilities;
• Sound judgement and strong problem-solving and analytical skills;
• Willingness to do the hands-on work; and
• Knowledge of professional best practices, current regulations, and industry trends as they apply to HR-related functions.

Education:

• Bachelor's degree required or equivalent work experience aligned to people management, HR administration, and business support; and
• PHR preferred.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Subject to indoor and outdoor environmental conditions; and

Travel (up to 20%) may be required, typically for training or other business needs.