HRSC Data Coordinator II - HR Technology

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Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

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A Brief Overview
The HR Service Center (HRSC), Service Center Rep - Data Coordinator II, HR Technology is responsible for providing tier two resource support for CHOP's HR Technology systems. This role will be part of a team that serves as the first point of contact (phone, email, chat) for HR customers. The HRSC Rep - Data Coordinator II will have a strong focus on service delivery excellence within the established service level agreement as well as other routine HR data processing and administration related tasks. The ideal candidate will have excellent interpersonal, listening, verbal and written communication skills; must be detailed oriented; and interact effectively with all levels of staff and management.

What you will do

• Acts as a Tier II point of contact for HR Systems-related customer requests (inquiries and issues) and escalates to appropriate HR Technology subject matter expert when required
• Answers and resolves HR customer requests including navigational support and processing of corrective transactions when required
• Demonstrates working knowledge of the portfolio of HR Systems
• Maintains customer contact until request is resolved, including informing customer of status and resolution
• Completes various mass data uploads and periodic data audits as required.
• Provides accurate, consistent, and timely responses to HR Systems requests that are both routine and nonroutine, and research requests further when required
• Attend regular meetings with the HR Technology team for knowledge sharing and to act as a conduit between the HR Service Center and HR Technology teams.
• Utilizes knowledge base tool to provide consistent answers to customers and drafts knowledge articles based upon recent cases
• Educates customers on best practices and tools (e.g., HR Service Portal, Employee Self-Service, Manager Self-Service) available
• Refers complex cases requiring interpretation to the appropriate Specialist or HR Functional team if additional research or expertise is required
• Establish regular meetings with departmental team(s) to address complex cases and best practices for case resolution
• Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change
• Maintains adherence to all audit/compliance and regulatory requirements

Essential Functions

• Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
• Contributes positively to the team through the sharing of knowledge, ideas, and active participation in meetings
• Achieves operational metrics in support of the delivery of the HRSC service level agreements
• Collaborates with the HR technology team on technical support as required
• Other projects and initiatives as determined by the needs of the business

Education Qualifications

• High School Diploma / GED Required
• Bachelor's Degree Human resources or a related field Preferred

Experience Qualifications

• At least one (1) year relevant customer service experience Required
• At least one (1) year working in HR operations or field HR Preferred

Skills and Abilities

• Ability to provide empathetic service in a fast paced environment
• Strong communication skills (written and verbal)
• Strong organizational skills, self-motivated and results driven
• Effective time management and prioritization skills
• Ability to adhere to policy in the maintenance of confidential information
• Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR)
• Knowledge and understanding of overall HR policies, processes and procedures
• Ability to escalate issues or gaps discovered in process/policy

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.