People Experience Rep I (PRN)

About the role

Join Us in Redefining Care At Advocate Health, we're committed to creating exceptional teammate experiences by providing responsive, high-quality support across every stage of the employment journey. We are seeking a customer-focused People Experience Representative to join our team and serve as a trusted resource for teammates, leaders, and HR partners across the organization.

Responsibilities

• Deliver exceptional customer service through every interaction with teammates, leaders, physicians, and HR partners.
• Respond to escalated inquiries received through phone, email, and web-based channels utilizing available tools and resources.
• Utilize HR procedures, policies, ERP systems, and knowledge resources to accurately answer questions and resolve issues.
• Resolve routine HR inquiries at first contact whenever possible and escalate complex matters appropriately.
• Document inquiries and resolutions using case management tools while meeting established service level agreements (SLAs).
• Partner with People Operations, Centers of Excellence (COEs), and HRIS teams to ensure timely resolution of teammate concerns.
• Explain HR processes, policies, and tools in a clear, easy-to-understand manner.
• Maintain a strong focus on accuracy, quality, and compliance while adhering to established procedures.
• Monitor and achieve performance metrics related to quality, productivity, resolution times, and customer satisfaction.
• Build trust and credibility with a diverse group of stakeholders across the organization.
• Identify root causes of issues and recommend process improvement opportunities that enhance service delivery.
• Foster positive and professional interactions that contribute to high teammate satisfaction and engagement.

Requirements

• Bachelor's degree in Human Resources, Business, or a related field, or equivalent combination of education and experience.
• One year of Human Resources experience preferred, or five years of customer service experience.

Qualifications

• Passion for delivering exceptional customer service and teammate experiences.
• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to identify root causes and effectively navigate issues to resolution.
• Strong organizational skills and attention to detail.
• Experience working in a fast-paced, customer-focused environment.
• Proficiency with Microsoft Office and technology platforms, including HR, case management, and knowledge management systems.
• Able to work independently while also collaborating effectively across teams.

Skills

• Customer service orientation.
• Problem-solving and critical thinking.
• Organizational and attention to detail.
• Communication and interpersonal skills.
• Knowledge of HR procedures and systems.

Benefits

This role is not benefits eligible.

Pay

N/A

Schedule

PRN position that works 40 hours per week.