HR Shared Services Rep - PRN (As Needed)

Silver Spring, Maryland-Silver Spring
Aug 20, 2021
Sep 24, 2021
Full Time
In a call center environment, the HR Shared Services Representative will provide senior level administrative support and coordination to one or more Human Resources functions. Duties include but not limited to responding to general calls and emails from managers and employees related to HR programs and procedures as well as benefits and compensation; enter and maintain data in one or more HR systems and run reports and data analysis to support the HR functional activities. As part of a larger call center, the HR Shared Services Representative will cross-over work between the Shared Services and Benefits teams. Essential Functions These are the functions of this job that are essential in order to perform the daily tasks of the job. These are evaluated as part of the appraisal process.


Minimum Education
Bachelor's Degree Human Resources, Business Management and related field preferred. (Preferred)

Minimum Work Experience
2 years (Required)

Required Skills/Knowledge
Excellent customer service skills.
Ability to manage call volume and reduce the number of abandoned calls that may impact the department's level of performance and metrics.
Familiarity with HR policies and procedures.
Strong oral and written communications skills necessary to interact diplomatically and tactfully with diverse groups of people.
Proficiency with MS Office, PeopleSoft HCM and other computer applications as required.
Proficiency with data management and analysis.
Ability to consider multiple variables to determine proper course of action.
Exercise good judgment in handling sensitive and confidential information and situations.

Functional Accountabilities
Customer Service/HR Shared Services Center
  • Respond to emails and calls from employees, managers and other HR team members in a timely manner with good customer focus and with the goal to resolve 90% of the inquiries on first contact.

  • Provide input and guidance to managers and employees regarding understanding of HR policies, procedures, forms and processes.
  • Identify employee's questions and requests.
  • Answer inquiries by clarifying desired information; research, locate and provide information.
  • Resolve problems by clarifying issues; research and explore answers, and alternative solutions; escalate unresolved problems to supervisor.
  • Coordinate other HR functional support activities as assigned by the manager.
  • May meet and greet customers if they are in a reception area.

Data Management
  • Verify the accuracy of information provided on various HR forms submitted by department managers and perform data entry in the main or ancillary HR systems.

  • Perform peer review to validate entries.
  • Perform data audits and corrections to ensure accurate data maintenance.
  • Retrieve information and compile reports for management to support the HR functional activities and the manager's decision making on key matters.
  • Perform basic data research and analysis to ensure proper and accurate response to incoming inquiries.
  • May serve as a super user or system administrator for the functional systems.

Organizational Commitment/Identification
  • Anticipate and responds to customer needs; follows up until needs are met

  • Demonstrate collaborative and respectful behavior
  • Partner with all team members to achieve goals
  • Receptive to others' ideas and opinions

Performance Improvement/Problem-solving
  • Contribute to a positive work environment
  • Demonstrate flexibility and willingness to change
  • Identify opportunities to improve clinical and administrative processes
  • Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility
  • Use resources efficiently
  • Search for less costly ways of doing things

  • Speak up when team members appear to exhibit unsafe behavior or performance
  • Continuously validate and verify information needed for decision making or documentation
  • Stop in the face of uncertainty and takes time to resolve the situation
  • Demonstrate accurate, clear and timely verbal and written communication
  • Actively promote safety for patients, families, visitors and co-workers
  • Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

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