If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
The HR Service Center Specialist II serves as specialist support for Tier 2 HR inquiries (via phone, email, and chat) and specialized processing of Associates’ specialized human resources related transactions in one or more of the following areas: Benefits, Leave of Absence, and Payroll. Accountable for Service Center escalated inquiries and ensures specialized consultations are handled in an efficient, accurate and timely manner to support MLH Associates. Provides counsel and direction as appropriate on more complexed and specialized inquiries. Models appropriate behavior as exemplified in MLH Mission, Vision and Values
Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

EDUCATION/FORMAL TRAINING REQUIREMENTS

• High School Diploma or Equivalent
• Bachelor’s Degree Human Resources
• Bachelor’s Degree Business Administration/Management

WORK EXPERIENCE REQUIREMENTS

• Call center
• Customer service
• 3-5 years Human Resources

LICENSES AND CERTIFICATIONS REQUIREMENTS

• Certified in Healthcare Human Resources American Society for Healthcare Human Resources Administration
• Senior Professional Human Resources Certification HR Certification Institute (HRCI)
• SHRM Certified Professional (SHRM-CP) Society for Human Resource Management (SHRM)
• Professional Human Resources Certification HR Certification Institute (HRCI)
• SHRM Certified Professional (SHRM-SCP) Society for Human Resource Management (SHRM)
• Certified Benefits Professional (CBP) WorldatWork
• Certified Disability Management Specialist Commission for Case Manager Certification

KNOWLEDGE, SKILLS AND ABILITIES

• Possesses and applies complex understanding and knowledge of broad human resources, payroll, benefits, leave administration, disability and accommodation practices and processes in order to manage moderate to highly complex tasks.
• Strong customer service skills and ability to communicate (written and verbal) with all levels of the organization, both internal and external.
• Ability to be flexible, adaptable and dependable in a constantly changing, fast-paced environment.
• Ability to multi-task using several Windows applications at once while assisting an Associate on the phone or using chat.
• Takes ownership for creating an exceptional Associate experience.
• Anticipates problems and consults with COEs and SMEs, as necessary.
• Demonstrates strong prioritization and organization skills, analytical, detailed, and acts to complete tasks accurately and on time.
• Self-motivated, proactive and capable of working on own initiative with limited supervision
• Proven ability to perform with a high degree of accuracy and with highly confidential data.
• Ability to read and comprehend complex written materials such as legal documents and medical summaries.
• Demonstrates critical thinking skills while providing guidance on a case
• Ability to assess risks and determine the most appropriate path forward to resolution
• Experience with enterprise HR Systems (Oracle, PeopleSoft, SAP, Workday, etc.), or have a strong desire to learn.
• Experience with case management system/service center technology preferred.
• Skilled in negotiations and ability to influence while collaborating with third-party vendor, Associates, internal partners and MLH Leaders.

• Resolves Associate inquiries at Tier 1 and Tier 2 and manages caseloads of more complex Associate inquiries to include complex LOA/disability, benefits, and payroll cases.
• Understands scope of services, researches complex inquiries, and escalates issues to appropriate next level of support as needed.
• Inputs data in HR systems as appropriate ensuring accuracy and data integrity.
• Maintains regular communication with Associates, leaders, and HR partners as it pertains to the status of Associates’ inquiries and leaves of absences.
• Assists Associates regarding benefit related claim issues.
• Responsible for the daily processing of HR transactions including LOA, benefits changes due to life events, submission of payroll corrections and others.
• May conduct validation of payroll data and time card adjustment as well as review against prior payroll.
• Serves as subject matter expert in one or more of the following HR programs: benefits, leave administration and/or payroll.
• Provides follow up, status updates and drives full case resolution, meeting case management goals and metrics.
• Guides Associates to additional resources, including documented information, reference materials and self-service tools as necessary.
• Communicates timely and effectively with Associates while on leave to ensure compliance with physician certification, return to work and other necessary steps.
• Maintains up to date working knowledge of Federal and State Leave regulations, FLSA, EEO, ADA, and USERRA (including other state or federal laws that affect leave).
• Keeps abreast of changes to policy, procedure and knowledgebase content and responses.
• Creates and utilizes reports to identify trends, alerting leadership of gaps in knowledgebase and recommending improvements as appropriate.
• Assists with HR Service Center tier training and training of new HR team members on knowledgebase and service center processes.
• May also assists Associates with general technical support on HR/Payroll and Time and Attendance systems.
• Performs other job functions as assigned or requeste