HR Quality Assurance Specialist
at Adventist Health System

Date Posted: 3/28/2017

Job Description

Job:  Human Resources

Organization:  Adventist Health System Corporate Office

Shift:  Day

Job Posting:  Feb 27, 2017, 2:14:26 PM

If you want to be a part of a place that provides nothing less than extraordinary compassionate care, then Adventist Health System is the place for you!

We are currently seeking qualified candidates for a HR Quality Assurance Specialist that will be based in our HR Shared Services department.  This position is based at our Solution Center in Altamonte Springs, FL.

The HR Quality Assurance Specialist is responsible for providing quality feedback to the employees within the HR Shared Services organization. This feedback is conducted by monitoring live calls between HR Shared Services employees and other AHS employees to ensure human resources, benefits, and payroll inquiries and requests are resolved correctly using prescribed solutions, policies, and procedures. This position will play a key role in the continuous improvement of quality performance for the HRSS employee-facing teams. The position is responsible for maintaining and updating quick reference guides, training content and procedures utilized within HR Shared Services. This individual objectively evaluates and measures the performance of the Employee Contact Center employees and other Tier 2 HR Shared Services specialists. This individual identifies and reports on process improvement and coaching opportunities to the HR shared services Directors.

Specific job duties include:
  • Monitors live and recorded calls between HR Shared Services and customers
  • Objectively and accurately evaluates the services provided by the Employee Contact Center and other HRSS teams
  • Identifies and documents opportunities for process and service delivery improvements
  • Runs and analyzes service level and customer satisfaction reports, identifying trends and opportunities within the HRSS organization
  • Maintains and distributes call scripts and Employee Contact Center/HRSS policies, routing workflows, and other procedures as needed
  • Provides recommendations for new training programs and existing training curriculum based on call observations
  • Educates Employee Contact Center and Tier 2 employees on basic policies, procedures, and call scripts
  • Facilitates call handling training for new and existing HRSS employees on delivering exceptional employee service
  • Conducts refresher and one-on-one coaching with Employee Contact Center Representatives and Tier 2 specialists, as required

Job Requirements

Education Requirements:
  • Bachelor's degree preferably in Business, Human Resources or a relevant field
Experience Requirements:
  • Minimum of five years of experience in Human Resources
  • Minimum of two years of experience in coaching or developing employees
  • Minimum of two years of experience in analytics and/or root cause analysis

If this position sounds like a great match for your skills set and experience, please apply online now!

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.