HR Support Center Representative II

About the role

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance its mission. As a not-for-profit, it supports patient care, research, teaching, and community service, striving to provide exceptional care. The HR Support Center Rep II will resolve inquiries from employees, managers, retirees, customers, and external parties via phone, email, case management, and chat, helping to resolve concerns and issues regarding processes and policies while meeting service levels and business performance goals.

Responsibilities

• Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate.
• Serve as a specialist, able to handle escalated cases from customer service analysts.
• Perform additional responsibilities such as managing knowledge articles or participating in special projects.
• Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations.
• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.

Qualifications

Education: Bachelor's Degree in a related field preferred; experience can be accepted in lieu of a degree.

Experience: 2‑3 years HR experience required; 2‑3 years Contact Center experience required; 0‑1 years experience in the healthcare industry preferred.

Knowledge, Skills and Abilities:

• Highly motivated, team‑focused, and results‑oriented; ability to work effectively in a fast‑paced, self‑directed team‑based environment.
• Ability to assess situations, think critically, and problem‑solve.
• Strong verbal and written communication skills, including the ability to guide others.
• Strong organization skills, attention to detail, and follow‑through.
• Excellent interpersonal skills both in person and over the phone.

Pay

Pay Range: $22.22 – $31.71 per hour (Grade 4).

Schedule

Remote work (M‑F Eastern Business Hours required, 8:00 am–4:30 pm ET). Scheduled weekly hours: 40. Employee Type: Regular. Work Shift: Day.

Benefits

In addition to competitive base pay, Mass General Brigham offers comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable, and recognition programs designed to celebrate contributions and support professional growth.

Additional Details

Remote work requires a quiet, secure, compliant workspace; a dedicated, private workspace with a lockable file cabinet free from distraction and separate from others. HR will ensure candidates have a HIPAA‑compliant workspace. Remote work location: 399 Revolution Drive.