HR Case Resolution Specialist

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

Pursues excellent service to our employees by providing end-to-end service to employees who have human resource
questions or requests. Central Case Management is a holistic process for assessing the individual’s total situation and
addressing the needs and problems found in that assessment. The CCM Resolution Specialist will perform a variety of
Tier 2 tasks and support projects to improve processes and employee experience. Responsible for administration and
case resolution that may include but not limited to employee and manager direct access support, employee
transactions, learning, talent support, performance management, benefits support and reports/audits/non-case
management tasks. CCM will deliver an exceptional experience that will not be treated as a transaction.

• Validates and processes HR transactions using knowledge of the system and provided documentation
  and tools.
• Monitors HR transactions for adherence to defined processes and denies or escalates exceptions.
• Maintains HR data in proper systems to ensure accuracy and data integrity.
• Researches, resolves and responds to escalated cases from HR Contact Center.
• Provides excellent service to the employee, manager, and other HR members providing redirection and
  educational opportunities to increase customer knowledge while resolving the current situation.
• Identifies process and procedure improvement opportunities.
• Process transactions within the employee records program and basic data integrity pre/post
  transactional audits.
• Draft and provide input on SOP to be reviewed together with the analyst and given to and work with a
• knowledge base analyst and training of HRSS co-workers.
• Serves as liaison between internal and external customers with HRSS

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed
within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job

responsibilities required of employees assigned to this job. Employees may be required to perform other duties as
assigned.

• High School Diploma or equivalent
• 3-4 years in HR with 1 year in case management
• SME HR transactions and processes
• POC for user support, processes and self-service functionality
• Customer experience requiring outreach via case, phone, and zoom
• Accuracy completing tasks within guidelines for productivity and SLA
• Collaborate w/Analyst, Srs and Supervisor as needed Independently manage tasks,
  caseloads and audits
• Agility to support teammates and coverage of tasks during peak volumes
• Adaptability to new standards