At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence. **This is an** **onsite** **position at our Corporate Office in Bond Hill (1701 Mercy Health Pl, Cincinnati, OH 45237).** **Summary:** Serves as the first point-of-contact for Human Resource (HR) related inquiries from associates and leaders including, but not limited to policy clarifications, benefit and compensation inquiries, time and labor management, wellness programs, HR application navigation, talent acquisition / onboarding, retirement, etc. Independently researches and analyzes cases to provide timely and accurate solutions to a variety of Human Resource questions or escalates, when necessary, to the appropriate HR Center of Excellence. Adapts quickly in a constantly evolving healthcare environment to provide accurate information and resolve associate issues. **Essential Job Functions:** + Provides accurate and consistent answers to customer inquiries by referencing standard scripts, quick reference guides, the knowledgebase and other point solution systems. + Documents employee and manager inquiries, case notes, and resolutions with accuracy in the case management system + Achieves the desired percentage of first-call resolution and meets response time thresholds. + Analyzes customer requests which cannot be resolved by Tier 1 and appropriately escalates inquiries outside the scope of Tier 1 to appropriate parties within HR (other areas within the COEs, HRBP or external service delivery/vendor contacts) + Assists customers with difficult issues by communicating empathy and helping to de-escalate the situation. + Recognizes and adheres to established service center practices, procedures and guidelines. + Exceed customer service expectations with competency dedicated to Customer/Client Focus, Problem Solving Analysis, Time Management, Communication Proficiency, Teamwork Orientation, and Technical Capacity + Brings value to the ministry and team through superior service delivery and active participation in ministry and team development activities. + Cultivates a deep understanding of ministry culture (beginnings, mission, vision, values), healthcare administration (where and who we serve), and the service delivery model for HR. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. **Employment Qualifications:** Required: High School Diploma Preferred: 4-year bachelor’s degree; HR or related field Some experience/knowledge of HR Many of our opportunities reward* your hard work with: Comprehensive, affordable medical, dental and vision plans Prescription drug coverage Flexible spending accounts Life insurance w/AD&D Employer contributions to retirement savings plan when eligible Paid time off Educational Assistance And much more *Benefits offerings vary according to employment status All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com