Operations Support Specialist

Cross Country is looking for top talent to join our team! Cross Country is a market-leading, tech-enabled workforce solutions and advisory firm with more than four decades of industry experience and insight helping clients tackle complex labor-related challenges. Diversity, equality, and inclusion are at the heart of the organization’s overall corporate social responsibility program as t is closely aligned with our core values to create a better future for its people, communities, and stockholders. Most recently named one of the ‘Top Places to Work’ by US News and World Report, and a Most Loved Workplace by Newsweek Magazine, Cross Country is committed to excellence in delivery of its services and was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.
BASIC PURPOSE:
Operations Support Specialist is responsible for managing field employee relations concerns. This involves regular interaction with clients, field employees and internal departments to address performance and attendance concerns, grievances, and disputes and implementing initiatives to enhance overall employee activity.
ESSENTIAL FUNCTIONS:

• Oversee all facets of field employee relations incidents and escalate to Cross Country Healthcare (CCH) HRBP for support when necessary.
• Investigate employee concerns, grievances, and disputes, working towards fair and effective resolutions.
• Initiate investigation when concerns are reported or identified and gather information from internal departments, school clients, and field employees.
• Collaborating with Corporate HR team as needed when conducting investigations into employee misconduct, harassment, or other violations of company policies.
• Work with Corporate HRBP to conduct investigations into allegations of misconduct, harassment, or policy violations within the field staff.
• Create an improvement plan, write a corrective action form, and conduct coaching calls to field employees regarding performance, attendance, timekeeping, conduct, policy violation, etc.
• Seek guidance from the Corporate Clinical Team and HRBP for education-related concerns or escalated issues when necessary.
• Act as the primary point of contact for both internal and external stakeholders regarding employee relations incidents while going through the CCH Clinical Review Process.
• Proactively initiate outreach to employees exhibiting recurring performance concerns.
• Document investigations, resolutions, and any other relevant information and maintain accurate and confidential records of employee relations activities for field staff activities.
• Conduct weekly audits of employee attendance and performance to identify patterns proactively.
• Address performance-related issues and work collaboratively with internal stakeholders on improvement plans.
• Communicate regularly with educators and clients to address concerns or issues to ensure client satisfaction.
• Collaborate with CCH and CCE department leaders to address systemic issues and implement strategic preventative measures.
• Provide guidance to field employees on policies during the corrective action process, ensuring understanding and compliance.
• Stay abreast of company policies, procedures, and relevant employment laws in order to correctly manage employee relations concerns.
• Collaborate with Corporate HR and legal teams as needed during investigations process.
• Ensuring compliance with labor laws and regulations when implementing a corrective action plan.
• Providing guidance to internal teams on employee relations matters.
• Other duties as assigned.

QUALIFICATIONS:

• 3+ years’ experience in an administrative role; preferably in Human Resources capacity.
• Experience in employee relations, customer service, or incident management.
• Excellent verbal and written communication skills.
• Ability to uphold confidentiality and handle sensitive information with the utmost discretion.
• Possession of strong analytical, problem-solving and conflict resolution capabilities.
• Strong knowledge of employment laws and regulations.
• Ability to work independently and collaboratively in a dynamic, field-based environment.
• Knowledge of employment laws and regulations.
• Ability to work independently and collaboratively in field-based environment.

Education: High school diploma or equivalent required: Bachelor’s degree in Human Resources, Business Administration, or a related field preferred. Or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
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Benefits
Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.
Cross Country is an EEO employer - M/F/Veteran/Disability.
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