HR Call Center Coordinator

Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care. Non-acute care is offered through various affiliates,

Summary:

The Call Center Operations Coordinator serves as the primary contact for all inbound HR Call Center calls and electronic tickets. The coordinator provides employees with information and/or resolutions regarding HR Policies and Procedures, HR Systems, Benefits, Compensation, Recruitment, and other areas across the Human Resources function. This role will provide employees with accurate, consistent, and timely responses regarding HR related questions and issue resolution with the highest level of customer service.

Responsibilities:

1. Facilitates call center incoming inquiries to ensure accurate and timely responses and resolutions.

2. Regularly monitors all Call Center queues to ensure that all open tickets are processed, assigned, and completed in a timely manner.

3. Uses HR Call Center technology and platforms to complete daily work (e.g., telephone and Ivanti electronic ticketing system)

4. Answers in-coming calls and responds to electronic tickets in a prompt and professional manner, always exhibiting proper customer service skills.

5. Utilizes standard work library to answer questions from employees regarding human resource transactions.

6. Leverages scripting and other available resources to help streamline consistent and appropriate responses.

7. Escalates employee inquiries that require in-depth functional knowledge to Call Center Specialist and ensures follow up with employee on resolution

8. Partners with Call Center Specialist or Call Center Manager when there is confusion or absence of information in the knowledge base to answer questions.

9. Documents outcomes within the call center’s software application and ensures follow up communication with employee.

10. Ability to remain calm under pressure and deescalate irate employees.

11. Maintains a customer focused demeanor and customer service mindset when dealing with all employees’ requests/issues.

12. Participates in special projects that need Call Center knowledge/expertise. Attend and participate in related meetings.

13. Responds quickly and appropriately to requests from management.

14. Maintains and models Nuvance Health values.

15. Demonstrates regular, reliable and predictable attendance.

16. Performs other duties as required.

Location: Summit-100 Reserve Rd

Work Type: Full-Time

Standard Hours: 40.00

FTE: 1.000000

Work Schedule: Day 8

Work Shift: The shift will run normal business hours- anywhere from 7am-5pm

Org Unit: 1967

Department: HR Employee Service Center

Exempt: No

Grade: S7

Salary Range: 

$22.2462 – $41.3202 Hourly

Working conditions:

Essential:

• Little or no manual skills / motor coord & finger dexterity
• Little or no potential for occupational risk
• Sedentary/light effort. May exert up to 10 lbs. force
• Generally pleasant working conditions.

EOE, including disability/vets.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.

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