• Reviews all emails and faxes to determine the nature to the request
• Creates tickets in SAP CRM system for unique request; or updates information received for existing requests
• Assigns tickets to appropriate teams or individuals for handling
• Escalates issues to the next level as needed
• Participates in information sharing with co-workers; identifies trends and passes recommendations for improvement to the supervisor
• Serves as a backup for the Employee Services or Operations teams as needed
• Performs other duties as assigned/needed

• Work efforts reflect a passion for exceeding customer expectations.
• Displays responsibility by taking ownership of quality service.
• Exhibits a commitment to results by looking for and recommending/implementing process improvements.
• Demonstrates commitment to interpersonal excellence through professional greetings, proper telephone etiquette, common courtesy, a professional attitude and appearance.
• Recognizes the benefits of team collaboration. Shows respect for fellow employees by working together to get the job done.
• Effectively addresses customer concerns and resolves conflict in a manner that is fair to all.

Additional Information:

Position primarily serves internal co-workers.

Access to and/or works with sensitive and/or confidential information.

Knowledge, Skills, & Abilities: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Knowledge, Skills and Abilities:

• High degree of emotional intelligence
• Excellent oral and written communication and interpersonal skills which include the ability to effectively communicate in a courteous manner with staff, co-workers, leadership, vendors and internal and external customers.
• Ability to identify problems and develop solutions
• Ability to manage several tasks simultaneously; set priorities and plan work to meet deadlines
• Ability to work with a team to create effective departmental strategies and meet department goals.
• Strong organizational skills, high attention to detail and customer focus.
• Willingness to work additional hours to meet work objectives
• Strong computer skills with working knowledge of Microsoft Office, word-processing and spreadsheet software, HRIS, Internet
• Basic knowledge of human resources programs and specific regulations relative to human resources.
• Maintains confidentiality of all employee information to assure employee rights are protected.
• Represents the organization in a positive and professional manner.
• Complies with all organizational policies regarding ethical business practices.

Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Moderate Computers Skills -- Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc. Ability to create, maintain and incorporate simple functions into documents, spreadsheets, databases, and presentations to support business objectives.

Moderate Communication -- Regularly uses moderately complex oral and written skills. May train others in functional areas, interact with others and make presentations to department or middle management.

Department Specific Impact -- Decisions impact the management and operations within a department. May contribute to business and operational decisions that affect the department.

Varied Business Problems -- Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedents and practices.

Moderate Independent Judgement -- Results are defined; sets personal own goals and determines how to achieve results with few or no guidelines to follow; supervisor/manager provides broad guidance and overall direction.

Moderate -- Handle multiple tasks simultaneously with moderate complexity.

Physical & Mental 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 job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment & Travel Requirements:

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.

In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment.

Noise level in the work environment is typical for an office and/or hospital environment.

Minimum overnight travel (up to 10%) by land and/or air

Benefits:

Competitive pay and benefits including 401k, paid time off, employee illness benefit (EIB), medical, dental, vision.

Additional Information:

Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.

Education:

• High school diploma required; Degree preferred

Experience:

• Minimum of 2 years customer service center or HR experience required; 3 years preferred.
• Prior use of a ticketing/case number system strongly preferred.