Clerical - HR

Position: HR Services Center Representative

Job Description:
Handles high volume of incoming calls in a call center environment
Evaluates and responds to employee inquires via phone, fax and email and provides appropriate and timely responses through use of a knowledgebase and in accordance with Service Level Agreement
Reviews and interprets employee data to resolve issues
Demonstrates sensitivity and respect at all times when dealing with others
Escalates more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate
Creates and maintains detailed, complete and accurate records of all interactions in Case Management System
Follows prescribed protocols for problem resolution
Provides education and guidance to callers about available tools and resources
Enters, scans and retrieves employee data in HRIS per established guidelines and authorization processes while ensuring accuracy of information
Maintains confidential centralized employee files
Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
Provides callers with excellent, efficient and courteous service
Performs other duties as assigned or requested Qualifications
High School Diploma or equivalent REQUIRED
Associate s Degree preferred, but not required
1 - 2 years of experience in human resources administration and/or a call center environment required
Familiarity with and ability to adhere to standard call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality
Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)
Excellent customer service skills
Excellent interpersonal, verbal and written communication skills
Excellent attention to detail, problem solving, organization and prioritization skills
Ability to follow specific, detailed instructions, resolve routine problems and perform basic interpretation utilizing published information and tools
Ability to prioritize, problem solve and apply critical thinking skills
Ability to effectively interact with a diverse population at all levels within the organization
Ability to maintain composure in stressful situations
Experience with Microsoft Office products (Excel, Word, PowerPoint)
Ability to type a minimum of 45 words per minute while interacting with customers on the phone
Ability to read, write and speak the English language, communicating clearly and effectively with callers
MUST have excellent phone skills and a customer focused mindset.
MUST have excellent transcription skills as workers will be speaking and typing at the same time while on calls with Quest employees.
MUST have excellent attention to detail for all notes entered
MUST be organized and have good time management/multi-tasking ability to ensure all tasks are completed in a timely fashion
MUST have excellent critical thinking skills and be able to answer questions efficiently
Please reference Job number: 160651

Additional Information

All Medical Personnel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. About Us: All Medical Personnel is a national leader in healthcare staffing recognized by Staffing Industry Analysts (SIA) as one of the nation's largest healthcare staffing firms. Our goal is to simplify the process with a flexible and personalized approach. Our clients range from local, regional and national healthcare organizations throughout the United States. Learn more about us at allmedical.com.

Your Voice Matters: Help Us Improve