HR Service Center Data Coordinator II - HRBP and Employee Relations

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Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

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A Brief Overview
The HR Service Center (HRSC), Service Center Rep - Data Coordinator II is responsible for providing tier two resource support on all HR policies, processes, and programs related to HR Business Partner Services and Employee and Labor Relations. This role will be part of a team that serves as the first point of contact (phone, email, chat) for internal HR customers. The HRSC Rep - Data Coordinator II will have a strong focus on service delivery excellence within the established service level agreement as well as other HR related tasks. The ideal candidate will have excellent interpersonal, listening, verbal and written communication skills; must be detailed oriented; and interact effectively with all levels of staff and management. This role will be reporting directly up into the HR Service Center leadership and will be supported by liaisons from both the HRBP Services and Employee and Labor Relations team. Due to the nature of the work, this role will be required to be onsite one day per week, or on an as-needed basis.

What you will do

• Acts as a Tier II point of contact for HR Business Partner and Employee Relations-related customer requests (inquiries and issues) and escalates to appropriate subject matter expert when required
• Answers and resolves HR customer requests including navigational support for employees and leaders
• Provides policy interpretation for CHOP Enterprise policies and union's Collective Bargaining Agreements (CBA) for employees and leaders
• Supports Tier 1 Service Center calls and cases as identified
• Maintains customer contact until request is resolved, including informing customer of status and resolution
• Provides accurate, consistent, and timely responses to HR requests that are both routine and non-routine, and researches requests further when required
• Utilizes knowledge base tools to provide consistent answers to customers and drafts knowledge articles based upon recent cases
• Educates customers on best practices and tools (e.g., HR Service Portal, Employee Self-Service, Manager Self-Service) available
• Refers complex cases requiring interpretation to the appropriate Business Partner or HR Functional team if additional research or expertise is required
• Joins regular huddles with HR Business Partner and Employee and Labor Relations teams to share insights and receive job pertinent information as well as coaching and guidance as needed
• Partners with HRBP and ER team liaisons for knowledge sharing, precepting, and overall performance support
• Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change Essential Functions
• Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
• Contributes positively to the team through the sharing of knowledge, ideas, and active participation in meetings
• Achieves operational metrics in support of the delivery of HR service level agreements
• Conducts Exit Interviews and Stay Interviews independently
• Assists in grievance document gathering and preparation * Supports ADA basic communication and support processes
• Data analytics support for enterprise efforts such as engagement process and vaccination campaigns
• Initial intake call with employees expressing workplace concerns to gather information and be able to direct to HRBP or Employee Relations teams
• Other projects and initiatives as determined by the needs of the business.

Education Qualifications

• High School Diploma / GED - Required
• Bachelor's Degree - Preferred

Experience Qualifications

• At least one (1) year Relevant Customer Service experience - Required
• At least one (1) year Working in HR Operations or HR field - Required

Skills and Abilities

• Ability to provide empathetic service in a fast paced environment
• Strong communication skills (written and verbal)
• Strong organizational skills, self-motivated and results driven
• Effective time management and prioritization skills
• Ability to adhere to policy in the maintenance of confidential information
• Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR)
• Knowledge and understanding of overall HR policies, processes and procedures
• Ability to escalate issues or gaps discovered in process/policy

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

EEO / VEVRAA Federal Contractor | Tobacco Statement

SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.