HR Contact Center Specialist

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

• Serves as a subject matter expert and point of escalation for HR Representatives for complex issues and unresolved questions.

• Assists employees and managers in resolving questions and issues escalated via inbound chat messages.

• Liaises with HR SS teams to collaborate on unique scenarios and identify solutions for escalated issues.

• Evaluates case data and audits knowledge article usage for accuracy, training needs, and SOP updates.

• Participates in the evaluation of existing processes and recommends new approaches to improve departmental efficiency and services.

• Evaluates call and case data to identify areas for process and resource improvement.

• Completes special assignments and projects as assigned.

• Serves as call support during peaks in call volumes (approximately 25% of time).

• Supports and demonstrates customer service expectations and relevant performance metrics.

• Demonstrates ownership and positive influence over self and team engagement.

• Applies documented procedures, policies, and practices to accurately research and respond to calls/cases received.

• Utilizes sound judgment to make appropriate determinations on resolutions needed.

• Maintains and follows up on after hours voicemail messages. Assist leaders with case assignments.

• Holds refresher training or assists with new hire training as needed.

• Performs other duties as assigned.

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.