Solutions Center Specialist

Company: Intermountain Healthcare
Location: Raleigh
Posted on: November 26, 2022

Job Description:

Job Description:The Solutions Center Specialist is responsible for assisting caregivers with specific inquiries and processing specialty team transactions. This includes receiving, prioritizing, documenting, and actively resolving caregiver requests. This position works within enterprise HR systems to manage information and processes. This position works under the direction of the HR Solutions Center Supervisor and partners with aligned Networks of Expertise and Business Partners.ScopeThis position responds to Solution Center inquiries from caregivers across the Intermountain Healthcare system.Job EssentialsAssists caregivers with escalated inquiries via telephone, email, and other technology-enabled avenues in a courteous manner.Accurately and efficiently processes transactions, answer questions, and resolves concerns for assigned specialty area and other specialty areas as assigned.Documents pertinent information into case management system including all actions taken and final resolution of escalated cases.Resolves caregiver requests using knowledge of Human Resources related laws and regulations, job roles and workflow, organization hierarchy, and supporting resources and programs.Performs data entry functions for assigned specialty, accurately entering and maintaining records.Provides navigation support to caregivers on how to use the self-serve portal.Maintains the confidentiality of caregiver's information to be compliant with internal policies and procedures.Provides feedback to Knowledge Repository Content Owner (KRCO) to ensure appropriate direction is provided to caregivers.Works with other specialists to develop standard work and best practices.May provide coaching or formal training on systems and processes.Adheres to the guidelines of the HR Solutions Center customer service and productivity standards.Resolves requests and incidents using proficiency in data management to enter, extract, compile, interpret, and make recommendations about HR metric data from HR systems.Escalates questions (when required) to the appropriate Network of Expertise or Business Partner.Provides reports for administration, managers, and Business Partners upon request.May provide project support to the COE or supervisors as assigned.*This is a remote work positionMinimum Qualifications

• One year of experience in a customer service role requiring use of enterprise software systems.
• Demonstrated proficiency in computer software including word processing, spreadsheets, presentations, and calendaring.
• Demonstrated customer service and problem-solving skills.
• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills.
• Demonstrated skills in diplomacy and discretion with excellent customer relations skills.Preferred Qualifications
  • Bilingual speaking, English/Spanish
  • One year of Human Resources work experience.
  • A working knowledge of the healthcare industry, roles, and terminology.
  • Experience in a role that includes coaching and training others to use enterprise software or case management systems.Physical Requirements:
    • Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
    • Operate computers, telephones, office equipment, including manipulating paper requiring the ability to move fingers and hands.
    • See and read computer monitors and documents.
    • Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.Location:Employee Service CenterWork City:MurrayWork State:UtahScheduled Weekly Hours:40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.$21.44 - $32.66We care about your well-being mind, body, and spirit which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .Intermountain Healthcare is a Utah-based, not-for-profit system of 33 hospitals (includes "virtual" hospital), a Medical Group with more than 3,800 physicians and advanced practice clinicians at about 385 clinics, a health plans division called SelectHealth, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.To find out more about us, head to our career site here (https://intermountainhealthcare.org/careers/?utm_source=Workday&utm_medium=Redirect&utm_campaign=CareerHome_workday) .Intermountain Healthcare strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email recruitment@imail.org . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.Intermountain Healthcare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.We intentionally work toward an Intermountain Healthcare that reflects our diverse communities and provides culturally competent care, health equity, and a sense of belonging amongst all our caregivers (employees). This is an important part of fulfilling our mission to help people live the healthiest lives possible. The three pillars of our work are talent experience with Intermountain (application, internship, development, etc.), community benefit, and care delivery.Learn more about diversity at Intermountain, here. (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/)Introduce yourself to our Talent Acquisition team and we will get in touch if there is a role that seems like a good match.Intermountain Healthcares PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more. (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/peak-program/)The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.Thanks for your interest in continuing your career with our team!

Keywords: Intermountain Healthcare, Raleigh , Solutions Center Specialist, Other , Raleigh, North Carolina