HR Case Resolution Analyst

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Designs, implements, documents and continually improves standardized, streamlined, and effective processes within the Central Case Management (CCM) service to achieve its goals.  Responsible for providing specialized and analytical support for complex issues and serving as the first point of contact in the resolution of escalated service cases.  Provides consultation, technical advice, and expertise to management depending upon work domains on critical time sensitive, complex cases.  Support and manage specific service delivery related activities within assigned work domains, including case management resolution, identification of system problem trends, audits, and working with Sr. Analysts to report and resolve.  This position collaborates with the Contact Center, local HR divisions, HR Technology and Reporting team, Centers of Excellence, and/or vendors to enable effective and accurate service to CommonSpirit Health employees.

*This is a Remote Opportunity

1. Subject matter expert in the processes and system functioning for assigned work domains. Identifies, initiates, and implements changes using appropriate strategies in order to achieve standardized, streamlined, and effective processes.
2. Leads projects with market representation and/or system team members to design, standardize, and implement processes and organizational changes.
3. Serves as a resource for respective Central Case Management Specialists including quality assurance, point for escalated issues, training, feedback on accuracy and following standards, communication, and dissemination of day to day work assignments.  Reallocating resources and assignments within their respective specialists in order to meet SLAs and accomplish priority work.
4. Support responsibilities in data conversion, system testing, documentation and business process design
5. Provides consultation, technical advice and expertise in their assigned work domains to leaders, employees, and HR Business Partners.
6. Maintains process documentation for their assigned work domains.
7. Partners with Contact Center, local HR divisions, HR Technology and Reporting team, Centers of Excellence, vendors, and other departments as appropriate for effective work processes
8. Performs validation and processing of advanced HR transactions where advanced security or knowledge is necessary and in escalated, critical and complex sensitive areas.
9. Continually works for process improvements and efficiency as well as increased customer service.  Defines need for audits and reviews audit results to maintain accurate data. Identifies and documents issues that impact Support Services SLAs and makes recommendations for improvements.
10. Independently researches, resolves and responds to advanced escalated cases.  Point of contact for leaders with regards to escalations in their assigned work domains.  Performs outreach to market for approval, clarification, or to provide training and redirection.
11. Serve as a subject matter expert and point-of-contact for specified processes and systems within designated work domains
12. Manages the upload of mass data changes within supported applications
13. Proactive approach by communicating root-cause analysis to customer and reports to identify trends and develop recommendations for process improvements

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

• BS in business or related field (or comparable experience and education (5-6 years combo) 
• Required 3 years of the 5 years experience is specifically in  HRIS technical functional or advanced support experience
• Multiple HRIS support and testing experience Supporting business processes
• Performing complex transactional and security/access analysis SME on HRIS transactions, processes, systems, data validation & integrations
• Advanced Excel Root cause analysis
• Proven delivery of customer experience
• Accuracy completing tasks within guidelines for productivity and SLA
• Data validation and auditing techniques
• Work on tasks independently and manage caseload and audits Collaboration w/system support, IT or COEs
• Process improvement identification
• POC for Specialists, provides direct training and leads touch base sessions