Cedars-Sinai Employee Services Associate in Los Angeles, California
Our employees make a difference every day by providing world-class healthcare.
You can make a difference, too.
An exceptional health system needs to engage top talent to achieve its mission of providing world-class healthcare. That requires a world-class Human Resources function, and that’s what we’re delivering. Join us and make a difference every day in service of this extraordinary work – excellence and innovation in patient care, research, and community service. We’re enhancing our technology, energizing organizational climate, facilitating change, and enabling talent. The healthcare industry is challenging, but Cedars-Sinai Human Resources is pursuing outstanding service and support for a talented workforce inspired by those challenges, engaged in their work, and deft in their ability to adapt to the ever-changing environment.
The Employee Services Associate is responsible for responding to inquiries from employees, managers and other customers to bring their questions and/or issues to resolution. May route/refer items needing specialized or advanced support. Delivers excellent customer service to employees at all levels of the organization and multitask to execute a variety of administrative tasks within the technical platforms utilized by the organization and/or department.
Primary Duties and Responsibilities:
•Interface with employees at all levels of the organization and provide customer service when answering inquiries, and communicating via phone, email or case management system to resolve employee inquiries or determine the need for advanced or escalated support and care.
•Coordinate and provide careful redirection to escalated support resources in the department, Human Resources, Payroll or other areas as identified by the supervisor.
•Capture an accurate and comprehensive summary, along with all transaction details related to the resolution or escalation of employee inquiries, and document in case management system and/or other applicable systems/platforms.
•Educate inquiring employees about tools policies and processes for the organization, so that they are better informed on how to handle their inquiry more independently.
•Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements. Ensure compliance with departmental practices and applicable local, state and federal laws and regulations.
•Provide support for direct access and Human Resources technology tools for employees and managers.
•Process transactions by collecting all required information or supporting documentation from appropriate parties, which may require further inquiry and/or follow-up for additional information as needed.
High school diploma or equivalent required
Bachelor's Degree (in Human Resources, Management, Business or similar field) preferred
2 years of customer service experience in a high-volume work environment required.
Human Resources experience preferred.
Experience working in a HR service center or call center preferred.
Required Skills, Knowledge and Abilities:
Demonstrated customer service skills
Working in a customer-centric environment where customer satisfactory case resolution is a key measure of performance
Verbal communication and listening skills
Ability to communicate effectively verbally
Demonstrated written communication skills
Ability to communicate effectively in writing
Strong Computer Skills - Including but not limited to, Microsoft Office, Lawson/Oracle HCM, and customer care technologies
Demonstrated skill at absorbing and detailing situations with a great deal of relevant detail
Ability to learn and become proficient on new programs and tools very quickly
Ability to manage multiple priorities, think tactically as well as strategically
Demonstrating objectivity, delivering results, and show initiative and creativity
Must be flexible, work well under pressure, and have the ability to readily adapt to change
Demonstrated ability to interact with clients and colleagues in a thoughtful and attentive manner
Ability to type with minimal errors
Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law.