Job Description

Employment Type:

Full time

Shift:

Description:

Purpose

Provides administrative service, support, navigation & / or solutions, in accordance with level of experience, education & established policies & procedures. Performs clerical functions including customer service (all communication methods), data entry, maintenance & organization of records. Supports key customers (e.g., management, colleagues, patients, vendors) in exceeding their expectations. Demonstrates the ability to deliver personalized care & service unique to the key customer’s expectations / needs.

Essential Functions

Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

Provides administrative support services & engages in activities that enhance or improve coordination, preparation & flow of the department processes & core work. Plans & organizes workflow & prioritizing customer needs.

Develop, implement & maintain job-related records. Maintains procedural standards as appropriate for role.

Process

Focus:

Utilizes multiple system applications for data collection & management.

Knows, understands & incorporates basic knowledge of Trinity Health policies, practices & processes to ensure quality, confidentiality & safety are prioritized. Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge.

Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient & / or customer experience.

Communication:

Employs effective & respectful written, verbal & nonverbal communications;

Develops an environment of mutual confidence & trust through collaborative relationships;

Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses & / or escalates organizational, operational & / or team conflicts.

Environment:

Performs work in a caring, collaborative & safe manner.

Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards. Accountable for continuous self-development & supporting the growth of others.

Self-monitors & initiates corrections & / or seeks assistance or guidance when needed.

Embraces new ideas & cultural differences.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

Delivering the Colleague Experience

• Deliver an exceptional colleague experience through high-quality, reverent, courteous, and empathetic service, reflecting our commitment to the organization’s mission and values and ensuring colleagues feel genuinely valued and respected through case management and phone interactions as appliable.
• Provide first point of contact resolution, while maintaining SLA standards for colleague inquiries where applicable.
• Utilizes case management technology to accurately track and log issues and notes for cases assigned under stringent Legal Department requirements
• Willingness to learn complimentary functions and processes related to Records, Employment Administration and Benefits to ensure seamless colleague support, business continuity and flexibility within the team.
• Respond to HR inquiries related to records and employment administration, HRIS systems, and policy interpretation with accurate and complete information using knowledge of HRIS processes and understanding of downstream impact of transactions to benefits, pay and other areas. 
• Provide reliable, independent and team centric support for the teammates while meeting established weekly performance metrics, quality and accuracy standards.
• Must be able to travel to the various Trinity Health sites 25% as needed.

Continuous Learning and Process Improvement

• Identify opportunities for process enhancements and contribute to the development and implementation of improvements
• Engage in ongoing learning and development to stay current with HR policies, systems, and best practices.
• Maintain collaborative relationships with health ministry partners and Centers of Expertise (COE) to support business objectives and facilitate efficient management of assignments.
• Demonstrate flexibility by learning new systems, following updated workflows, and helping peers through transitions.
• As proficiency increases, independently manage more complex cases, mentor peers, contribute to process improvements, contribute to continuous improvement efforts and support cross functional work

Records:

• Hybrid work environment requires on average 2 days a month in office at System Office Livonia, MI to process USPS mail.
• Works under the supervision of Manager imaging colleague documents in accordance to established HR Records Management policies and regulations. Responsible for conducting document analysis by receiving and reviewing employee documents for accuracy, completeness, proper authorizations, and determine appropriate entry in HR Systems for records utilizing forms mapping tool and established department procedures.
• Perform advanced document handling using Adobe Acrobat, including extracting, combining, redacting, and manipulating PDFs to support operational needs, ensure compliance, and maintain confidentiality.
• Completes intake process of all unemployment questionnaires system wide

Handles inquires, uses job aids and knowledge resources, escalates complex cases as appropriate.  Communicates regularly with internal/external customers (Ministry, Boards, Vendors, etc) for all verification of employment requests for current or former colleagues

Employment Administration:

• Provides high volume phone, case management, Workday transactional support of hiring and onboarding processes in HRIS. This incorporates the processing of new hires, re-hires, rescind hire and start date changes that occur throughout a colleague's employment life cycle and includes integration and partnership for payroll processing systems. Monitor completion of all required onboarding documentation to ensure compliance with company policies.
• Ensure timely and effective resolution of inquiries and requests through case management and phone channels.
• Provides Workday Tier 1 technology support to candidates and Talent Acquisition partners. Requests for assistance may be coming in via case management system or phone. Must be able to trouble shoot issues and explain technical concepts in a manner that is understandable to users of all levels. Complex inquiries or those requiring specialized knowledge and skills be referred to the appropriate specialized individuals.
• Manage daily and weekly audit reports to ensure compliance and data integrity in HRIS. Acts independently to audit HRIS transactions daily. Review and reconciles discrepancies with colleagues, Talent Acquisition, Payroll, UKG, and Compensation teams.
• Ensure accurate and timely processing of colleague union dues cards within Workday. This could occur at any time during a colleague’s employment lifecycle.
• Process updates to personal information in Workday, including legal name changes, Social Security number corrections, and address modifications, ensuring accuracy and compliance with department and regulatory standards. Work is generated from multiple areas including but not limited scheduled Workday error reports, case management systems and special requests.

Minimum Qualifications

• Associate’s degree or equivalent experience
• Minimum 1+ years of progressive experience in a high-volume customer support role work environment
• Demonstrated proficiency in Adobe, Workday, UKG, Cisco or similar HRIS and Contact Center systems.

Additional Qualifications (nice to have)

• Experience in HR Shared Services environment, Talent Acquisition, Recruitment, Benefit and/or Onboarding preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) 
• HR Certification from an accredited body
• High-volume HR Shared Services environment, including employment administration and/or benefits administration

Physical & Mental Requirements & Working Conditions (General Summary)

Direct Healthcare Services / Indirect Healthcare / Support Services:

• Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. Occasional
• Exposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.). Occasional
• Exposure to or subject to noise, infectious waste, diseases & conditions. Occasional
• Exposure to interruptions, shifting priorities & stressful situations. Frequent
• Ability to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects. Frequent
• Ability to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise. Frequent
• Perform manual dexterity activities & / or grasping / handling. Frequent
• Ability to climb, kneel, crouch & / or operate foot controls. Occasional
• Use a computer / other technology. Frequent
• Sit with the ability to vary / adjust physical position or activity. Frequent
• Maintain a safe working environment & use available personal protective equipment (PPE). Continuous
• Comply with applicable Code of Conduct, policies, procedures & guidelines. Continuous
• Ability to provide assistance in the event of an emergency. Occasional

Direct Healthcare Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. Frequent
• Lift a maximum of 30 pounds unassisted. Occasional
• Use upper & lower extremities, engage in bending / stooping / reaching & pushing / pulling. Occasional
• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous
• Encounter worksites (e.g., patient homes) or travel to worksites that may have variable internal & external environmental conditions. Continuous
• Perform work that involves physical efforts (e.g., transporting, moving, positioning & / or ambulating patients). Occasional

Indirect Healthcare / Support Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity. Frequent
• Lift a maximum of 30 pounds unassisted. Occasional
• Experience of long periods of walking / standing / stooping / bending / pulling & / or pushing. Occasional
• Encounter a clinical / patient facing / hands on interactive work environment. Occasional
• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous
• Work outdoors with variable external environmental conditions. Occasional

Average Workday Activity: Occasional - O (1% - 33%), Frequent - F (34% - 66%), Continuous - C (67% - 100%)

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are 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, veteran status, or any other status protected by federal, state, or local law.