Service Center Specialist Remote

Position: Employee Service Center Specialist Remote
About Tufts Medicine Tufts Medicine brings together the best of academic and community medicine to deliver exceptional, connected and accessible care. Comprised of Tufts Medical Center, the principal teaching hospital of Tufts University and the Tufts University School of Medicine, Lowell General Hospital, Melrose Wakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home, and an integrated network of 2,300 physicians, we treat the most complex conditions, keep our communities healthy and bring research breakthroughs to life.

Job Overview Reporting to the Manager of the Employee Service Center this individual will thrive in a 100% remote environment but will be expected to adhere to eastern time zone when working. What that looks like is generally working from 8:00AM:4:30PM Monday through Friday. Individuals who thrive in this role are excellent multitaskers who understand the importance of excellent customer service, can juggle case management, email, call center duties including answering and logging phone calls and understanding basic Workday functionality.

Job Description

Minimum Qualifications:

1. Bachelor's degree in Human Resources, Business Administration, or a related field OR;

Associate’s degree in Human Resources, Business Administration, or a related field AND Two (2) years of Human Resources or relevant business experience OR;

High School Diploma or equivalent AND Four (4) years of Human Resources or relevant business experience.

Preferred Qualifications:

1.

Experience with Workday.

Duties and Responsibilities:

The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.
1. Serves as primary point of contact for HR queries and requests related to HR data, Workday navigation and HR/Payroll policies and procedures.
2. Resolves employee inquiries or issues by applying standard administrative procedures and agreed practices and policies.
3. Provides transactional support to process changes to employee data, review and analyze HR data for accuracy and compliance purposes.
4. Escalates non-routine matters / specialized requests to appropriate escalation, including Manager, HR Business Partners and HR Communities.
5. Balances multiple employee requests and inquiries at any given time, utilizing time and project management skills to smoothly deliver timely, effective solutions.
6. Promotes use of the Employee Service Center within the broader organization, contributing to the development of trainings that explain what the Employee Service Center is, what types of issues it solves, and how to use Workday Help Case management.
7. Delivers strong customer service, gauging stakeholder needs and personality in order to adapt strategy to specific needs and promote effective issue resolution.
8. Maintains organized records of common employee solutions, sharing findings with other Employee Service Center employees, mitigating rework, and increasing efficiency.
9. Provides great customer service by promptly responding to inquiries and ensuring a consistent staff and people manager experience.
10. Answers a broad range of questions regarding benefits, onboarding, employment, compensation, training and Tufts Medicine policies and procedures.
11. Maintains current knowledge in areas of Human Resources.
12. Ensures information in Workday is accurate, up-to-date, and relevant.
13. Supports technology needs such as data changes within systems ensuring data governance and consistency.
14. Delivers training to key stakeholders and managers as needed.

Physical Requirements:

1. Work environment is a professional office environment with typical office requirements such as…