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 a fully onsite position requiring market travel to support our Hampton Roads facilities** **.** The primary work location would be Mary Immaculate Hospital, and you'd travel onsite to the other locations as necessary (coverage list below). + Mary Immaculate Hospital - 2 Bernardine Dr. Newport News, Virginia 23602 + Maryview Medical Center - 3636 High St. Portsmouth, Virginia 23707 + Southampton Medical Center - 100 Fairview Dr. Franklin, Virginia 23851 + Harbour View Medical Center - 5818 Harbour View Boulevard Suffolk, Virginia 23435 **SUMMARY** Accessible to associates, managers and executive leaders as a central escalation point for managing response and resolution for all Human Resources (HR) service issues occurring at the market level; collaborates with HR functional, system and operational leaders to identify root cause and resolution pathway to prevent recurrence of issues; effectively communicates status and response for escalated service issues to market associates and leaders. **ESSENTIAL JOB FUNCTIONS** + Receive and respond to communications from associates expressing dissatisfaction with HR services; listen empathetically; gather sufficient information from the associate to investigate the nature and seriousness of each complaint; provide timeline for follow up + Develop and maintain a good working relationship with market managers to facilitate the resolution of associate issues/concerns + Develop and maintain good working relationships with HR operational and COE leaders to expedite resolution of issues and identify root cause when necessary + Convene as required resolution response teams, build execution plans and track progress toward completion + Propose solutions to problems/inquiries from associates by maintaining a thorough understanding of company policies, procedures, products, services and operations and accurately collecting relevant information through all sources + Provide status updates on HR service metrics and service issues to market executive teams + Exhaust all efforts to prevent further escalations to management + Round to continuously improve utilization of HR service channels and tools, and provide training where gaps exist **QUALIFICATIONS** Education: Required - Bachelors in relevant field (Business Administration; Healthcare; etc) Preferred - Masters Licensure/Certifications: Preferred - Professional HR Certification (PHR / SPHR / SHRM-CP / SHRM_SCP) Experience: Required - Minimum of 5 years customer service experience in HR-related discipline Preferred - Executive level communication experience, healthcare experience, Workday, Service Now experience preferred Skills: Active listening, Persuasion, Persistence; Communication; Problem Solving; Critical thinking; Organization; Conflict Resolution; Detail Oriented; Time Management **WORKING CONDITIONS** + Onsite - Required to work at a BSMH location- Associates are on-site every day. 100% of time on-site. + Periods of high stress and fluctuating workloads may occur. + General office environment. + May be exposed to physical altercations and verbal abuse. + Required to car travel to off-site locations, occasionally in adverse weather conditions. + Prolonged periods of working alone. + May have periods of constant interruptions. 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