About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

The Human Resources (HR) Service Center Associate 1 is the first contact for the Shared Service Center (SSC) in a specific area. This position involves receiving, routing, resolving, and closing all HR inquiries. The associate uses knowledge of the organization's processes, policies, and procedures to investigate and resolve issues and questions.

SALARY

The pay range for this position is $17.83 (entry-level qualifications) - $26.75 (highly experienced) The specific rate will depend upon the successful candidate's specific qualifications and prior experience.

Essential Functions of the Role

• Serves as the first contact when employees and managers reach the SSC. Receives, routes, resolves, and closes many inquiries. Routes specialty questions to Tier 2 Specialists, HR Business Partners (HRBPs), or Centers of Expertise (COEs).
• Partners with appropriate SSC leadership, staff, COEs, HRBPs, HRIS or third parties to resolve complex inquiries or transactions as needed.
• Helps employees and managers navigate the HR portal, PeopleSoft, or Oracle Cloud applications. These include Compensation, Learning, Performance Management, Recruitment, Succession Planning, and Talent Management.
• Guides employees and managers to general HR policies and procedural manual.
• Provides data entry help when employees can't complete activities through the self-service portal. This includes deposit enrollment, life events, general deductions, new hire benefits enrollment, and personal data changes.
• Fulfills employment verification requests.
• Performs daily review of open case cues to ensure inquiries and requests are resolved and closed properly and on time.
• Partners with SSC Managers to review performance outcomes against SLAs and KPIs. Identifies trends needing COE policy and procedure review.
• Seeks opportunities to improve the quality, efficiency and effectiveness of personal and team work.
• Seeks feedback, continuously learns, and takes advantage of opportunities to improve knowledge, skill, and experience.
• Maintains working knowledge of all HR and Payroll Operations, trends and developments within healthcare, HR and the organization.
• Work to enhance the capability of self.
• Participates in training delivery for staff, SSC staff, HR partners, SSC customers, and third-party vendors, where appropriate.

Key Success Factors

• Prior call center experience required.
• Prior CRM experience (i.e. operating a phone tree, routing calls, fielding inquiries through chat and phone) required.
• Excellent social, listening, verbal and written communication skills.
• Exceptional customer service skills.
• Ability to work in a fast paced environment while maintaining accuracy and production requirements.
• Use and navigate through many computer applications and databases. Enter job data changes and personal data changes. Research and log customer inquiries.
• Prior PeopleSoft, Oracle Cloud and Service Now applications experience highly desirable. Familiarity with Microsoft O365 applications.
• Ability to build excellent cross functional relationships and interact effectively with all levels of staff and management.
• Must be detail oriented, a self-starter and work well alone with limited direct supervision.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Less than 1 Year of Experience
• Preferences: Customer service experience and phone experience (contact center)
• Role is 100% a phone position- must be comfortable with being on the phone