Performs a variety of general personnel/clerical tasks in such areas as employee records, benefits, education/training, employment, compensation, and equal employment opportunity. Maintains both manual and automated personnel records, collects and compiles sensitive and confidential personnel statistics and prepares reports. In accordance with procedures, furnishes information to authorized persons and/or agencies. Through Direct contact, provides information to all levels of employees regarding personnel policies and procedures.
Essential Functions:
- Under direct supervision, responds to routine employee inquiries and processes transactions related to one of the following Human Resources programs: benefits, leaves of absences, pay practices, retirement, disability and worker's compensation.
- Handles calls from employees and responds to routine employee inquiries related to one of the following HR programs: benefits, leaves of absences, pay practices, retirement, disability and worker's compensation. Escalates issues to appropriate resources to ensure resolution. Enters and retrieve data, and process basic Human Resources transactions utilizing Windows-based tools. Performs other related duties as assigned by management.
- Consistently supports compliance with standard Contact Center practices, Attendance Practice, the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanente's policies and procedures.
- In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors.
Qualifications:
Basic Qualifications:
- High School Diploma/GED or equivalent experience.
- Minimum of 2 years of experience in a customer service or call center environment required.
- General content knowledge in one or more of the following areas: payroll, benefits, worker's compensation, leaves of absences, union guidelines and/or general HR knowledge required.
- Ability to prioritize, problem-solve and apply critical thinking skills required.
- Ability to interact effectively with all levels of employees required. Strong interpersonal, verbal and written communication skills with a customer service focus required.
- Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications:
- Related college level course-work preferred.
- Basic familiarity with PeopleSoft 8.8-9.0 or similar software preferred.
- Proficiency in Lotus Notes or MS Outlook, Microsoft Word, Excel and PowerPoint preferred.
- Knowledge of Kaiser Permanente benefits, pay, leaves plans preferred.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.