Covenant Health

Job Title
HR Service Representative I
Covenant Health Corporate
Department Name
HR Service Center





HR Service Representative

Full-Time, 80 Hours Per Pay Period, Day Shift



Covenant Health Overview:

Covenant Health is East Tennessee’s top-performing healthcare network with 10 hospitals and over 85 outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned, not-for-profit healthcare system and the area’s largest employer with over 11,000 employees.


Covenant Health is the only healthcare system in East Tennessee to be named six times by Forbes as a Best Employer. 




Position Summary: Under direct supervision, this position serves as the initial customer contact in an inbound call/service center environment utilizing knowledge base and reference materials/tools to respond to inquiries about a variety of human resources topics and to assist customers in completing various human resource transactions. Provides reception services, answers basic questions, provides standard policy/procedural information, and performs routine problem resolution or referral on matters pertaining to benefits, disability, retirement, leaves of absence, compensation, HRIS, company policies & procedures, HR systems & processes, employment, employee relations, learning and development. Assists customers in the navigation and use of various online forms, applications, and/or processes such as ATHs, PARs, Benefits Enrollment, Performance Management, and other related actions. Researches and resolves complex customer issues/inquiries that may require interpretation and/or consultation with subject matter experts and/or supervisory personnel. Elevates/refers issues requiring specific, in-depth functional knowledge to the appropriate resource. May review, process, and route a wide range of incoming human resources documentation. This position will be responsible for records maintenance including clinical licensure and scanning these documents into our HRIS system.


Recruiter: Kathleen Rice || || 865-374-5391


  • Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies; able to adapt to different communication styles and to use tact and diplomacy in resolving conflict/dealing with irate customers.
  • Ability to provide clear technical guidance and instruction to non-technical personnel.
  • Knowledge of human resources processes, procedures, and documentation specific to Covenant Health.
  • General knowledge of Federal and state employment laws and regulatory guidelines.
  • Ability to make administrative and procedural decisions and judgments about sensitive, confidential issues; demonstrated ability to maintain confidentiality.
  • Analytical, problem solving and critical thinking skills
  • Records maintenance skills.
  • Ability to maintain high levels of accuracy and work quality standards.
  • Data management and tracking skills.
  • Ability to work effectively in a team environment.
  • One member in the HR Service Rep I or II job will have responsibility for review of the TN Disciplinary Action Report.
  • Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
  • Local travel required.
  • Proficient in the following computer applications: MS Word; Excel; Outlook; CYBORG; KRONOS; various online web applications.


Minimum Education: None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.  Preference may be given to individuals possessing a Bachelor’s degree in a directly-related field from an accredited college or university.


Minimum Experience: Requires a minimum of two (2) years’ work experience performing a variety of administrative/technical support functions in the fields of human resources, payroll, benefits or directly-related disciplines. Scanning/File Maintenance/Licensure Tracking/Healthcare experience a plus.


Licensure Requirements: Employee must have a valid Tennessee driver’s license Class D and state mandated minimum insurance coverage.  Driving record must meet Covenant Health minimum standards at the date of hire and throughout employment tenure. 


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