Description

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

This job plays a key role in the operation of the HR Solution Center by providing benefits/leave, recruiting and onboarding, performance management recommendations and HR policy interpretation and enforcement. Assesses and addresses each encounter and manages the appropriate next step, resolution, or escalation, if necessary. Develops and updates FAQs, policy manuals, HR knowledge base and other reference materials for associates to utilize in leader and employee inquiries. Manages complaints and escalations while maintaining composure and remaining calm in emergent calls and needs.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

Required - Bachelor's degree in Human Resources, Business Administration, or a related field.

Work Experience

Required - Minimum one year of experience as an HR Generalist with demonstrated ability to achieve first call resolution or assess and escalate appropriately.

Preferred - Two years of HR Generalist experience in a healthcare setting.

Certifications

Preferred - Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), SHRM Certified Professional (SHRM-CP), or SHRM Senior Certified Professional (SHRM-SCP).

Knowledge Skills and Abilities (KSAs)

• Ability to maintain confidentiality and exercise sound judgment.
• Must have computer skills and dexterity required for data entry and retrieval of information.
• Must be proficient with Windows-style applications and keyboard.
• Proficiency in Workday or other HRIS/HR-related software.
• Deep understanding of HR policies and procedures.
• Must possess general HR knowledge, specifically but not limited to areas of Benefits, Recruitment and Onboarding, Employee Relations, and Compensation.
• Must possess the ability to work independently to solve complex problems or situations.
• Must possess a strong customer service focus, strong interpersonal and listening skills and the ability to deescalate tense situations.
• Ability to manage complex requests within tight deadlines and identify when data-related issues need to be escalated.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals.
• Good analytical, problem-solving, and dispute resolution skills.
• Ability to works as a team member and collaborate effectively with other members.
• Ability to work variable hours when needed, such as nights, evenings weekends, holidays, extended shifts.

Job Duties

• Serves as the first point of contact for HR related inquiries by providing accurate, timely and consistent responses.
• Logs all inquiries in the case management system through detailed information including customer, issue, needs and resolution. while ensuring accuracy of data. If issue cannot be solved escalates to appropriate Center of Excellence (COE).
• Identifies and troubleshoots problems that need escalation and assists leaders and/or employees with difficult issues by demonstrating emphatic communication and helping de-escalate situations.
• Develops standard scrips, FAQs, policy manuals, HR knowledge base, desktop procedures and any other reference materials to assist with HR inquiries.
• Works with the COEs to maintain FAQs and knowledge base articles.
• Assists with training of new Associates by providing guidance and instruction on applicable software programs and reviewing reference materials to ensure first call resolution.
• Reviews case details of new Associates to ensure accuracy and provide feedback to ensure encounters are documented, according to department guidelines. Appropriately manages complaints and/or escalations while maintaining composure.
• Other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state, and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns. The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

The incumbent has no occupational risk for exposure to communicable diseases.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

Are you ready to make a difference? Apply Today!

Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website.

Please refer to the job description to determine whether the position you are interested in is remote or on-site. Individuals who reside in and will work from the following areas are not eligible for remote work position: Colorado, California, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington, and Washington D.C.

Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or careers@ochsner.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.