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HR Solution Center Rep - HR Operations

3151 S. 17Th Street
Wilmington, NC
Job ID: 3046
Date Posted: Jun 3, 2021

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Job Description



NHRMC, established in 1967 in Wilmington, NC, is recognized as a preeminent healthcare organization focused on leading our community to outstanding health. We have an 855 bed network of hospitals and multi-specialty physician group practices with more than 200 physicians. With a network of primary, specialty, neighborhood clinics and regional medical centers; you will find our culture is the very definition of best in practice. Join us and find out how many ways NHRMC offers you the chance to focus on what really matters - our patients and community.

About the Job

Location: NHRMC Business Center A

Department: HR Operations

Full Time Equivalent: FTE: 1.000000

Work Type: 64 to 80 Hours Pay Period

Work Schedule: STD HRS - Standard-Exe or Office w flex

Exempt from Overtime: Exempt: No

What You'll Do


The HR Service Center Representative serves as the primary HR Service Center resource to employees; providing timely, efficient, high quality customer service and service excellence. The HR Service Center is responsible for resolving all incoming phone calls, emails and technology platform related solutions for all employees. Support includes responding to HR related inquiries regarding Benefits, Compensation, Employee Relations, Payroll, and HR Systems, all while providing excellent customer service. 


1.Performs a variety of duties and responsibilities within HR to include, but not limited to, providing excellent customer service on the telephones, via technology platform, and in person to employees/ customers requesting information/assistance.

2.Able to function independently in a high call volume setting, answering a minimum of 50 calls per day.Must competently work within a highly computerized/technical environment.

3.Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating into a positive customer experience.

4.Ensures proper triage, escalation and effective resolution of higher-level issues and challenging employee interactions through escalation to subject matter experts.

5.Manages open cases in ServiceNow system to resolution in shortest possible timeframe while keeping employees regularly informed of status and anticipated resolution timing.

6.Provide thorough account documentation for follow-up relating to inquiry detail.Maintain courteous and cooperative working relationship with internal and external customers.

7.Use of excellent listening skills with ability to identify and strives to deliver first contact resolution.

8.Demonstrate knowledge and understanding of complete HR processes, including policies and guidelines

9.Responsible for meeting or exceeding established Key Performance Indicators metrics as defined by management.

10.Maintains and promotes excellent customer service.

Performs other related duties as assigned. 

Position Requirements


* General Education Degree
* Bachelors Degree

Other information:

Education: High school diploma or equivalent required. College degree preferred.

Licensure / Certifications: None

Experience: Previous customer service in the medical field with call center experience preferred.1-2 years’ experience in direct customer service in a contact center environment. Knowledge of Human Resource services and systems and automated operation environments preferred.

Demonstrates standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and principles of service excellence. 

Performs other duties as assigned.

 Individual will possess commensurate combination of education, experience and qualifications. 

Other Information

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.

  • Member Top 100 Hospitals – In 2016 NHRMC was recognized as a Top 100 Hospital demonstrating significant investment and financial sustainability for the communities we serve. 
  • Newsweek's 2020 list of Best Maternity Care Hospitals - NHRMC Betty H. Cameron Women's & Children's Hospital was named as a Best Maternity Care Hospital by Newsweek. 
  • Forbes America’s Best Large Employers 2018 and 2019Link 
  • Becker’s 150 Top Places to Work in HealthcareLink 
  • Healthgrades Outstanding Patient Experience

Consider a career at NHRMC and become part of this award winning team!

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