Covenant Health

HR Service Representative, HR Service Center

Full Time, 80 Hours per pay period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, 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 integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year.

Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times. 

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.

Recruiter: Kathleen Rice || kkarnes@covhlth.com || 865-374-5386

• 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. Records/Scanning and Call Center experience is preferred.

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.