At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Service Center Rep II reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Service Center Rep II provides the first line of customer service to a 24X7, multi-location, and diverse workforce. Responsible for maintaining the highest level of personnel data integrity within the NM MyNM Service Center, this role will deliver exceptional customer service, timely and accurate resolutions for all requests received via in-bound telephone calls, web forms, walk-ins, and chats across all employee levels.  The Service Center Rep II utilizes various applications to analyze, and resolve more complex employee inquiries, or escalates based on case complexity and/or transaction requirements.

Responsibilities:

• The Service Center Rep II will provide transactional, administrative, ticket/case-based, and subject matter expertise services to resolve advanced inquiries received at the MyNM Service Center
• Timely, accurate processing of all transactions to eliminate downstream errors, whilst maintaining data integrity within core HR/IT/FIN systems
• Provide advanced interpretation, analysis, and administration of complex employee inquiries/escalations, including troubleshooting skills/expertise to coordinate problem determination and solution, in working with Tier 2 team members, across multiple functions
• Escalates inquiries to the appropriate Tier 2 points-of-contact based on case complexity and transaction requirements using the ticket/case management system and call transfer protocols
• Ensures information provided to customers and internal processes are following legal standards (e.g.  HIPAA, PII, ERISA, IRS)
• Provide direction/guidance to employees regarding location of applicable documentation on the employee portal and NM websites
• Ensure compliance with NM data administration rules, security standards, as well as functional policies and procedures      
• Support activities related to the definition and classification of data in accordance with NM policy
• Follow all MyNM Service Center policies, processes, guidelines, and engage in team activities/training as appropriate          
• Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)         
• Identify opportunities to update existing knowledge base/content maintained by the MyNM Service Center
• Identify, classify, maintain, and protect files, documentation, and sensitive information consistent with record handling and retention requirements, and report any breaches with delay
• Assist with any ad-hoc projects/testing as called upon, including working extended hours to support department deliverables

Required:

• Associate’s degree and minimum 2 years of experience in an IS or HR customer service role, or in lieu of degree, must have minimum of 4 years in an IS or HR customer service role
• 2-4 years of experience as a call center representative or in a call center environment
• Complete all required training/ certifications within a set timeframe
• Ability to manage and prioritize a large volume of employee inquiries in a fast-paced environment
• Ability to synthesize information from multiple sources or channels to identify solutions to employee inquiries
• Excellent written and verbal communication skills
• Strong technical acumen, and demonstrated abilities navigating multiple systems
• Utmost integrity in handing confidential and sensitive information
• Advanced analytical and problem-solving skills
• Excellent customer service skills and level of professionalism

Preferred:

• Bachelor’s degree in Business Administration, or related field 
• Knowledge of call center operations in Healthcare setting
• Bilingual

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.