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 human resource transactions. The role involves 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 includes researching and resolving complex customer issues, consulting with subject matter experts or supervisory personnel as needed, and reviewing, processing, and routing incoming HR documentation.

One member in the HR Service Rep I or II job will have responsibility for review of the TN Disciplinary Action Report. Local travel is required.

Responsibilities

• Serve as the first point of contact for HR-related inquiries in a call/service center environment.
• Respond to questions about benefits, disability, retirement, leaves of absence, compensation, HR policies, and other HR topics using a knowledge base and reference tools.
• Assist customers with completing HR transactions and navigating online forms/applications (e.g., ATHs, PARs, Benefits Enrollment, Performance Management).
• Research and resolve complex customer issues, escalating to subject matter experts or supervisors when necessary.
• Review, process, and route incoming HR documentation.
• Provide clear technical guidance to non-technical personnel.
• Review the TN Disciplinary Action Report (specific to one role in HR Service Rep I or II).
• Follow policies, procedures, and safety standards; complete required annual education assignments.
• Participate in quality improvement initiatives and work toward achieving goals and objectives.

Requirements

• Minimum of two (2) years’ work experience performing administrative/technical support functions in human resources, payroll, benefits, or related disciplines.
• Customer service experience is a plus.
• Valid Tennessee driver’s license (Class D) with state-mandated minimum insurance coverage; driving record must meet Covenant Health standards.
• Proficient in MS Word, Excel, Outlook, CYBORG, KRONOS, and various online web applications.

Qualifications

• Strong interpersonal skills with the ability to communicate effectively across diverse individuals and groups.
• Ability to adapt communication styles, use tact, and resolve conflicts, including handling irate customers.
• Knowledge of human resources processes, procedures, and documentation specific to Covenant Health.
• General knowledge of Federal and state employment laws and regulatory guidelines.
• Ability to make administrative and procedural decisions on sensitive, confidential issues while maintaining confidentiality.
• Analytical, problem-solving, and critical-thinking skills.
• Strong records maintenance and data management skills.
• Ability to maintain high accuracy and work quality standards.
• Ability to work effectively in a team environment.

Education

No minimum education specified; any combination of formal education and/or prior work experience sufficient to demonstrate the required knowledge, skills, and abilities is acceptable. Equivalent to a high school diploma or GED is typically required. Preference may be given to individuals with a Bachelor’s degree in a directly-related field from an accredited college or university.