HR Service Representative I

Covenant Health is East Tennessee’s top-performing healthcare network with 10 hospitals and over 85 outpatient and specialty services, and Covenant Medical Group, the area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned, not-for-profit healthcare system and the area’s largest employer with over 11,000 employees. It is the only healthcare system in East Tennessee to be named six times by Forbes as a Best Employer.

About the role

Under direct supervision, this position serves as the initial customer contact in an inbound call/service center environment. You will use a knowledge base and reference materials to respond to inquiries about a variety of human resources topics and assist customers in completing various HR transactions. Responsibilities include providing reception services, answering basic questions, offering standard policy/procedural information, and performing routine problem resolution or referral on matters such as benefits, disability, retirement, leaves of absence, compensation, HRIS, company policies, HR systems, employment, employee relations, and learning and development.

You will assist customers in navigating and using online forms, applications, and processes (e.g., ATHs, PARs, Benefits Enrollment, Performance Management). The role involves researching and resolving complex customer issues, consulting with subject matter experts or supervisory personnel when needed, and reviewing, processing, and routing incoming HR documentation.

Local travel is required. Proficiency in MS Word, Excel, Outlook, CYBORG, KRONOS, and various online web applications is necessary.

Responsibilities

• Demonstrate strong interpersonal skills and the ability to communicate effectively with a wide range of individuals, adapting to different communication styles and using tact and diplomacy to resolve conflicts or deal with irate customers.
• Provide clear technical guidance and instruction to non-technical personnel.
• Apply knowledge of human resources processes, procedures, and documentation specific to Covenant Health, as well as general knowledge of federal and state employment laws and regulatory guidelines.
• Make administrative and procedural decisions about sensitive, confidential issues while maintaining confidentiality.
• Utilize analytical, problem-solving, and critical-thinking skills.
• Maintain records and ensure high levels of accuracy and work quality standards.
• Manage and track data effectively.
• Work collaboratively in a team environment.
• Review the TN Disciplinary Action Report (one member in the HR Service Rep I or II job will have this responsibility).
• Follow policies, procedures, and safety standards.
• Complete required education assignments annually.
• Work toward achieving goals and objectives and participate in quality improvement initiatives as requested.

Requirements

• Minimum of two (2) years’ work experience performing administrative/technical support functions in human resources, payroll, benefits, or directly-related disciplines. Customer service experience is a plus.
• Valid Tennessee driver’s license (Class D) and state-mandated minimum insurance coverage. Driving record must meet Covenant Health minimum standards at hire and throughout employment.

Qualifications

• Any combination of formal education and/or prior work experience sufficient to demonstrate the knowledge, skills, and ability needed to perform the essential tasks of the job, typically equivalent to a high school diploma or GED.
• Preference may be given to individuals possessing a Bachelor’s degree in a directly-related field from an accredited college or university.