Employee Service Center Specialist Tufts Medicine

Job Overview

Reporting to the Manager of the Employee Service Center this individual will thrive in a 100% remote environment but will be expected to adhere to eastern time zone when working. What that looks like is generally working from 8:00AM:4:30PM Monday through Friday. Individuals who thrive in this role are excellent multitaskers who understand the importance of excellent customer service, can juggle case management, email, call center duties including answering and logging phone calls and understanding basic Workday functionality.

Job Description

Minimum Qualifications:
1. Bachelor's degree in Human Resources, Business Administration, or a related field OR;
Associate's degree in Human Resources, Business Administration, or a related field AND Two (2) years of Human Resources or relevant business experience OR;
High School Diploma or equivalent AND Four (4) years of Human Resources or relevant business experience.

Preferred Qualifications:
1. Experience with Workday.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Serves as primary point of contact for HR queries and requests related to HR data, Workday navigation and HR/Payroll policies and procedures.

2. Resolves employee inquiries or issues by applying standard administrative procedures and agreed practices and policies.

3. Provides transactional support to process changes to employee data, review and analyze HR data for accuracy and compliance purposes.

4. Escalates non-routine matters / specialized requests to appropriate escalation, including Manager, HR Business Partners and HR Communities.

5. Balances multiple employee requests and inquiries at any given time, utilizing time and project management skills to smoothly deliver timely, effective solutions.

6. Promotes use of the Employee Service Center within the broader organization, contributing to the development of trainings that explain what the Employee Service Center is, what types of issues it solves, and how to use Workday Help Case management.

7. Delivers strong customer service, gauging stakeholder needs and personality in order to adapt strategy to specific needs and promote effective issue resolution.

8. Maintains organized records of common employee solutions, sharing findings with other Employee Service Center employees, mitigating rework, and increasing efficiency.

9. Provides great customer service by promptly responding to inquiries and ensuring a consistent staff and people manager experience.

10. Answers a broad range of questions regarding benefits, onboarding, employment, compensation, training and Tufts Medicine policies and procedures.

11. Maintains current knowledge in areas of Human Resources.

12. Ensures information in Workday is accurate, up-to-date, and relevant.

13. Supports technology needs such as data changes within systems ensuring data governance and consistency.

14. Delivers training to key stakeholders and managers as needed.

Physical Requirements:

1. Work environment is a professional office environment with typical office requirements such as computers, phones, photocopiers, filing cabinets, etc.

2. This is largely a sedentary role, which involves sitting most of the time, but may involve movements such as walking, standing, reaching, ascending / descending stairs and operate office equipment.

3. Frequently required to speak, hear, communicate and exchange information.

4. Able to see and read computers displays, read fine print, and/or normal type size print and distinguish letters, numbers and symbols.

5. Ability to work in confined or open environment.

6. Ability to work independently or in a team environment.

Skills & Abilities:

1. Specialized experience and knowledge in HR Operations, HR Service Delivery, Benefits, and HRIS.

2. Organized, detail-oriented, and self-motivated with the ability to multi-task and work in a deadline driven environment.

3. Ability to diagnose a problem and lead correction efforts through effective communication and efficient execution.

4. Exceptional written and analytical skills.

5. Possess a strong sense of urgency as part of the daily work style.

Job Profile Summary

This role focuses on supporting the design, development, and implementation of human resource programs and policies, including recruitment, training and development, compensation and benefits, mobility, talent acquisition, diversity, talent management & organization development and employee/labor relations. In addition, this role focuses on performing the following Employee Service Center duties: Administers multiple areas of human resources and rewards programs including HR employment issues related to hiring, termination, contracts, retirement, etc., employee records maintenance pertaining to benefits, compensation, leaves of absence, retirement, etc. Provides Statistical reporting to internal management and external agencies. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.