Job Description

Employment Type:

Full time

Shift:

Description:

POSITION PURPOSE

Assist the Director, HRSC Operations in development and execution of the quality control program for the HR Service Center (HRSC). This role is accountable for measuring and ensuring quality outcomes across the HRSC department required to meet the HRSC Service Levels Agreements (SLA's).

Monitors and analyzes all aspects of HRSC operations that impact quality and content/referral accuracy. Works directly with managers of each functional area to develop a schedule for auditing, monitoring, and reporting of established standards and service levels. Develops and analyzes statistical data to assist functional managers to make evidence-based decisions.

In collaboration with managers and functional leads, develops and implements efficient and effective quality improvement solutions and processes, provides coaching, recommendations, guidelines, and criteria to the Service Center teams to ensure established standards are consistently met and customers receive accurate, timely and courteous service.

ESSENTIAL FUNCTIONS

Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions.

Assist the Director, HRSC Operations in development, implementation and management of the quality review process that monitors and evaluates the quality of inbound and/or outbound colleague communications from and to all channels for accuracy and adherence to quality standards.

Identifies and documents quality issues and performance measures for management review.  Creates controls and documentation for all quality efforts, develops and maintains quality scoring systems. Reports quality performance to managers of each functional area and department leadership on a scheduled basis. Utilizes outcomes of the quality reports to ensure ongoing process improvement.

Identifies department's training and development needs in partnership with the HRSC Instructor to develop remediation training plans and to identify future learning goals and objectives.

Develops quality and performance improvement strategies and recommends implementation approaches to functional leaders and managers.

Leads performance improvement projects and initiatives while serving as a subject matter expert to colleagues on the ongoing accountabilities and objectives.

Reviews results of performance audits with colleagues, provides coaching, recommendations, guidelines, and develops short- and long-term solutions to assist colleagues in meeting SLAs and deliver accurate, timely and courteous customer service.

Assists Director, HRSC Operations in coordination, development, and maintenance of all quality control objectives, methods and procedures within the HRSC. Reviews and makes recommendations on new procedures for clarity and completeness including timing of work to ensure compliance with established quality standards.

Facilitates remote monitoring sessions as needed. Provides effective agent coaching to improve performance.

Works with managers of each functional area in the HRSC to ensure quality tracking and improvement methods, tools and processes are available and utilized by team members to ensure quality compliance.

Maintains confidentiality of department and associate information according to established practice within and NPPI guidelines.

Maintains a working knowledge of applicable Federal, State and local laws/regulations, the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

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Must possess a comprehensive knowledge of Human Resources, benefits administration, contact/service center operations, quality control and process/performance improvement, as normally obtained through a Bachelor's degree in Human Resources, Business Administration or a related field.

Four (4) years of experience in a fast-paced customer-focused shared services environment with the focus on HR business process design, quality control, performance improvement and training is required. An equivalent combination of education and experience will be considered.

Strong analytical, problem solving and integrated reasoning skills are required. Experience in data analytics utilizing relevant software programs such as Excel is required.

Some knowledge and experience in formal process and performance improvement methodologies (i.e. Lean, Six Sigma, etc.) is preferred.

Proficient knowledge of HRIS is required. Must possess a comprehensive knowledge of HR processes with an understanding of the downstream impact of transactions to benefits, pay, and other areas. Must be able to identify when information appears out of alignment or incorrect.

A PHR or SHRM-CP certification is preferred.

Familiarity with Workday and Kronos time and attendance system is preferred.

Demonstrated decision making skills.  Excellent communication skills, including strong listening, comprehension, verbal, and written skills. 

Must have excellent human relations, interpersonal and conflict resolution skills.

Proficiency with Microsoft Office Suite.

Ability to work independently with minimal supervision while organizing and prioritizing workload. Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced team environment.

Ability to effectively interact and successfully represent the department with higher level managers, other various departments, functional areas and health ministries.

Must have demonstrated an ability to function well under stress, correspond with others clearly, and be self-motivated and capable of managing multiple tasks.

Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to set and organize own work priorities, and adapt to them as they change frequently.  Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must be able to travel to the various Trinity Health sites as needed (10%).

Must possess the ability to comply with Trinity Health policies and procedures.

Communicates frequently, in person and over the phone, with people in all locations on product support issues. Hearing is needed for extensive telephone and in person communication.

Operates in a typical office environment.  The area is well lit, temperature controlled and free from hazards.  There are no confined spaces.

Manual dexterity for keyboard use is necessary as well as the ability to work ergonomically in an office environment. 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification.  They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.