Associate Human Resources Business Partner- Remote

Overview
The (Remote) Associate Human Resources HR Business Partner (aHRBP) will be responsible for processing employee lifecycle change, answering employee inquiries or requests that are received via phone, email, the HR portal, or other channels of contact regarding various HR-related issues, i.e., employee relations intake, payroll, time-accruals, systems access, benefits, etc. from Surgery Partners employees.

The Associate HR Business Partner will make use of case management tools to respond to inquiries, leveraging knowledge articles that document standardized processes and policies for their designated areas, providing service with a high degree of customer satisfaction by evaluating the employee issue, quickly interpreting the situation, determining the appropriate resolution, transaction and/or escalation, and communicating the resolution to the employee.

Essential Functions/Responsibilities:

• First point of contact for inquiries from all channels, resolving 70% – 90% of inquiries during first contact
• Identify trends that are being experienced in locations and/or by reporters
• Dedication to closing out issues and ensuring appropriate follow up if needed
• Manage and complete administrative HR tasks, including changes to employee information, benefits, 401k, life events and general HR questions
• Help employees navigate through Tier 0 (self-service) materials and functionality using ADP / UKG Pro and/or ServiceNow
• Seek rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and knowledge articles without deviation, promptly resolving upon first call/contact
• Log all contacts in the case management system, and update other systems as needed
• Use a professional and customer-focused approach to handle employee inquiries. Ensures employee privacy, including confidentiality and protection of sensitive employee information.
• Ensures quality employee experience by communicating empathy to de-escalate difficult situations
• Display dependability by being punctual and achieving an appropriate level of attendance
• Maintain ownership of cases through resolution working with internal resources and/or other Center of Excellence, be results focused
• Escalate issues to appropriate parties to ensure follow up and/or additional training needed
• Complete employment-related tasks associated with post-clearance onboarding, including I-9 compliance, and new hire orientation
• Promptly escalate issues when needed, be comfortable interacting with all levels
• Provide suggestions/recommendations for changes to processes or tools as recognized from functioning in the role daily
• Be a self-starter, organized, detailed-oriented and able to handle simultaneous projects/priorities, be decisive and proactive
• Possess strong technical skills including MS Office Suite, ADP, UKG Pro/UltiPro
• Other tasks and duties as assigned from time to time

This individual must have strong communication skills and must have attentive listening skills that enable them to ask probing questions to aid them in problem-solving and issue escalation; have a deep knowledge of HR processes and practices as they relate to the various Centers of Excellence, talent planning and employee relations intake; strong judgment skills to recognize when escalation is needed for additional support from COEs or Employee Relations where further investigation or intervention is warranted to resolve an issue.

Education/Requirements:

• Bachelor's Degree or High School Diploma with HR experience, or a combination of education and HR industry experience.
• Education Preferred Level:  Bachelor’s Degree in Human Resources, Business, or relevant subject
• Experience Minimum Required: 6 months experience with direct accountability for customer and satisfaction in a customer service, call center, or service center environment, and/or 6 months Human Resources related experience with employee benefits experience strongly preferred
• Experience with various state laws

Skills/Abilities:  

• Strong communication skills– written & verbal
• Must read, write, and speak English fluently; Bi-lingual a plus
• Strong interpersonal skills
• Proficient in Microsoft Office Suite and HRIS Systems (UltiPro Preferred)
• Data Analysis capabilities
• Must model professionalism
• Demonstrated ability to effectively plan, prioritize & organize
• Knowledge of employee investigation protocol
• Measuring and tracking KPI’s for Human Resources 

HR Department Core Competencies:

• Intellectual curiosity and empathy: aHRBP must have the desire to learn all aspects of the business and understand its goals. HRBP should view the attainment of these goals as a critical measure of his/her performance. Additionally, HRBPs must have deep care for the business workforce and be a proactive force behind workforce strategy.
• Problem-solving: aHRBP must be comfortable working with business leaders and managers to address workforce challenges or issues. Rather than viewing problems as “yours,” they should view them as “ours” and be an active part of the solution.
• Risk-taking and courage: aHRBP must be comfortable saying “no” and offering alternative opinions or actions to business leaders.
• Digital acumen: aHRBP must be able to analyze and interpret people-related data, use it to help business leaders better understand workforce needs and incorporate results into workforce strategy and planning.
• Business-language knowledge: aHRBP must speak “in business” and have strong business acumen. This comes with knowing the details of the business they are serving and understanding its jargon and acronyms.
• Networking skills: “Knowing who knows” within the business, as well as externally, is hugely important, as is the ability to develop relationships with those with knowledge and decision-making responsibilities.
• Change-management skills: aHRBP must have the ability to facilitate discussions around change and transformation. Additionally, they must be able to identify in advance where and when change management will be needed and proactively participate in developing plans.
• Discretion: Business leaders need to trust their HRBPs with sensitive, “insider” information. A leader needs to know a conversation will be kept confidential.