SHIFT:

Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.


A Brief Overview
The HR Service Center Data Coordinator - HR Compliance is responsible for providing tier two resource support on all HR policies, processes, and programs. This role will be part of a team that serves as the first point of contact (phone, email, chat) for HR customers. The HR Service Center Data Coordinator - HR Compliance will have a strong focus on service delivery excellence within the established service level agreement as well as other routine department-related tasks. The ideal candidate will have excellent interpersonal, listening, verbal and written communication skills; must be detailed oriented; and interact effectively with all levels of staff and management.

What you will do

• Acts as a Tier II point of contact for department-related customer requests (inquiries and issues) and escalates to appropriate team subject matter expert when required
• Works closely with CHOP's third-party vendors to escalate/resolve employee requests
• Answers and resolves HR customer requests including navigational support and processing of corrective transactions when required
• Supports Tier 1 Service Center calls and cases as identified.
• Maintains customer contact until request is resolved, including informing customer of status and resolution
• Completes various employee forms and letters as requested
• Provides accurate, consistent, and timely responses to department-specific requests that are both routine and non-routine, and research requests further when required
• Utilizes knowledge base tool to provide consistent answers to customers and drafts knowledge articles based upon recent cases
• Educates customers on best practices and tools (e.g., HR Service Portal, Employee Self-Service, Manager Self-Service) available
• Refers complex cases requiring interpretation to the appropriate Specialist or HR Functional team if additional research or expertise is required
• Establish regular meetings with departmental team(s) to address complex cases and best practices for case resolution
• Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change
• Maintains adherence to all audit/compliance and regulatory requirements
• Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
• Contributes positively to the team through the sharing of knowledge, ideas, and active participation in meetings
• Achieves operational metrics in support of the delivery of the HRSC service level agreements
• Collaborates with the HR technology team on technical support as required
• Other projects and initiatives as determined by the needs of the business.

Education Qualifications

• High School Diploma / GED - Required
• Bachelor's Degree - Preferred

Experience Qualifications

• At least one (1) year Relevant Customer Service experience - Required
• At least one (1) year Working in HR Operations or HR field - Required

Skills and Abilities

• Ability to provide empathetic service in a fast paced environment
• Strong communication skills (written and verbal)
• Strong organizational skills, self-motivated and results driven
• Effective time management and prioritization skills
• Ability to adhere to policy in the maintenance of confidential information
• Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR)
• Knowledge and understanding of overall HR policies, processes and procedures
• Ability to escalate issues or gaps discovered in process/policy

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.

Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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