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Changing health care
to improve quality of
life for all.

Beth Israel Lahey Health’s roots in providing top-quality health care date back nearly a century. We're fully committed to ensuring our patients receive the care they deserve. As a leading healthcare provider throughout New England, we aim to change the current state of health care for the better and make lasting improvements that guarantee access to our services.

HR Service Rep 2 Specialist

Charlestown, Massachusetts

Organization Facility: Beth Israel Lahey Health - Non Executive Category: Human Resources Generalist Job ID: JR47938 Date posted: 04/18/2024
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Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

Provides first level HR triage and high touch customer service while ensuring compliance standards are met.

The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.

Job Description:

Primary Responsibilities:

  • Act as primary point-of-contact for HR inquiries (via phone, chat, and case management tool), identifying and delivering solutions to workers and leadership (essential)
  • Delegates and escalates queries as appropriate, but remain responsible through completion. Partner with your HR colleagues to learn the HR framework and its workstream processes, building a firm understanding of how-to intake, respond, and escalate inquiries from internal clients (essential)
  • Track progress, and provide continuous feedback to requestors on status of their queries, Provide support the HR function and business lines by aiding the workers with their day-to-day HR-related requests and questions. (essential)
  • Ensures a positive worker experience by proactively seeking information, as well as promote self-service system capabilities, to resolve HR business requests quickly (essential)
  • Leverage end-to-end process documentation, FAQs, procedures, policies, and other knowledge article content to resolve inquiries (essential)
  • Support the integration of innovative HR technologies and system automation to improve the user experience and streamline administrative processes (essential)
  • Engage in and drive overall continuous improvement processes (e.g., to reduce inquiry volume and improve service) (essential)
  • Research HR trends and insights to develop a point of view on capabilities required to support program efficiency and effectiveness in the future (essential)
  • Support identifying improvements to case and knowledge management tools and content (essential)
  • When not addressing customer inquiries, you will support routine back-office administrative activities such as license/certification verification, onboarding and off-boarding processes, unemployment claims, track visas, employment verifications, records management, and assist with special projects (essential)

Required Qualifications:

  • High School diploma or GED required. Bachelor's degree preferred.
  • 1-3 years related work experience required.
  • Organizing and prioritizing activities
  • Understanding of the HR function and elementary worker¿s requests / HR lifecycle
  • Providing a unique candidate / worker experience
  • Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.


Decision Making:Ability to make decisions that are based on specific instructions, standard practices and established procedures which generally require little or no supervision.

Problem Solving:Ability to address problems that are routine, somewhat repetitive and generally solved by following clear directions and procedures and by identifying opportunities for process improvements.

Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.

Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Social/Environmental Requirements:

1. Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work.

2. Work routine is fairly consistent, but employee needs to be able to use judgment to respond to events several times a week.

3. No substantial exposure to adverse environmental conditions

4. Health Care Status:  NHCW: No patient contact.-Health Care Worker Status may vary by department

Sensory Requirements:

Close work (paperwork, visual examination), Monitor Use, Visual monotony, Visual clarity <3 feet, Conversation, Telephone.

Physical Requirements:

Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus

This job requires constant sitting, Fine Manipulation using one hand, Keyboard use.

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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Why join Beth Israel Lahey Health?

If you’re looking for a career where you can make a difference and explore your potential, Beth Israel Lahey Health is the place you belong. Our system includes a network of hospitals, physician practices, outpatient centers, and other healthcare facilities and we offer a broad range of careers in direct patient care, environmental services, registration, finance and many other fields. We are focused on providing compassionate and personalized healthcare with a strong reputation for clinical excellence and research and offer diverse opportunities for career growth and development. Conveniently, we have many locations in communities across Eastern Massachusetts and Southern New Hampshire.

At Beth Israel Lahey Health, we see you for all that you are – your experience and your dreams. Explore our open opportunities and find out why so many have already chosen to join our team.

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