Employee Customer Service Center Representative

This position requires being fully onsite in Linthicum, MD 8:30-5:00.

The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.

General Summary

This position is responsible for receiving and resolving employee, manager & former employee inquiries through calls and emails; providing advice and guidance covering all areas of HR including compensation and benefits. 

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (employee/manager/ former employees) inquiries and resolving customer issues.
• Communicates HR, Benefits, or Payroll objectives, policies, procedures, and government regulations.
• Completes simple HR, Benefits, or Payroll related transactions.
• Forwards customer inquiries to Tier 2 Specialists and/or Centers of Excellence or HR Business Partner when specific, in-depth functional knowledge is required.
• Documents all customer inquiries, issues and transactions.
• Recognizes unusual events or consistent problem areas and works with Supervisor to resolve.
• Works as a team member focusing on customer service.
• Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies.
• Assists with the implementation of programs, policies, and services provided by the company by acting as the customer’s first line of contact.
• Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer customer inquiries.
• Performs other related duties as assigned.

Education and Experience

• Bachelor’s degree in Human Resources or related field is required
• One (1) year of experience in a call-center, or customer service related employment required

Knowledge, Skills and Abilities

• In-depth technical and administrative knowledge of work area and function
• Recognized as a resource within function for problem solving capabilities
• Strong communication skills at all levels – including written and oral
• Strong computer skills
• Strong customer service skills
• Strong process skills (process-oriented)
• Ability to manage detailed work within constant deadlines and time constraints
• Ability to maintain confidential information
• Ability to work well independently and be part of a team environment

All your information will be kept confidential according to EEO guidelines.

Compensation:

Pay Range: $22.57-$31.59

Other Compensation (if applicable):

Review the 2024-2025 UMMS Benefits Guide