Supervisor, HR Service Center

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Schedule Weekly Hours:

The Human Resources Service Center is hiring for an HR professional with a focus on customer service, to supervise a team of 4 HR professionals. Those staff provide support to Gundersen employees on topics to include benefits, payroll, FMLA, and other HR-related topics. They deliver on a positive customer service experience for our employees.

Candidates must have a bachelors degree in HR, Business, or related field, along with 3-4 years of experience in HR. In addition, candidates must have deep knowledge of FMLA, employee benefits, and how HR systems connect together.

After the initial training and orientation period on-site, this position will have a remote option for candidates who reside in WI, MN, or IA.

If you have a passion for enriching every life, this may be the right opportunity for you!

Job Description:

The supervisor oversees the day-to-day activities of staff performing HR transactions and providing HR customer service in the HR Service Center. This role will prepare, plan, monitor and organize the work of the staff to ensure an exceptional employee experience, monitor volumes and adjust staffing as needed. The supervisor models the highest level of service behavior. In partnership with HR leadership, recommends service levels and performance indicators that ensure the effectiveness of the HR Service Center. Monitors performance to indicators and implements changes in processes to create efficiency and greater value to our customers. The supervisor is an expert in all staff responsibilities and can fulfill the functions of the positions as needed.

STRATEGIC RELEVANCE -- SUMMARY

To advance its position as an innovator and leading health care system, Gundersen Health System (GHS) must continue to demonstrate superior outcomes, provide seamless delivery of care, and ensure competitive cost structures. It must also stay at the cutting edge of emerging technologies and new delivery models that will transform healthcare. The System must anticipate and respond effectively to evolving market and environmental trends, (e.g., shifts in payment models, value-based purchasing, transparency of outcomes and information technology) that will impact the delivery of health care services.

The Supervisor is responsible for understanding the impact of these forces and trends. The Supervisor collaborates with others to achieve GHS’ strategic mission and goals by being a guide at the side, managing daily operations of their AOR (area-of-responsibility) and are expected to: 1) demonstrate superior quality and safety through the eyes of patients and caregivers; 2) demonstrate superior service through the eyes of patients and colleagues; 3) attract, develop and retain a talented and engaged workforce; 4) demonstrate affordability of care; and 5) achieve programmatic growth. The Supervisor supports the transition of System strategy into staff commitment, action, and accomplishment in their AOR.

POSITION DUTIES AND RESPONSIBILITIES

The Supervisor is specifically responsible for:

1.0 Organizational Strategy and Implementation -- Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans.

2.0 Fiscal Management -- Effectively using established processes to ensure accountability for effective operations and resource management.

3.0 Human Resource Management -- Effectively using established processes to: select, align, engage, develop, manage, and retain a team of highly skilled staff.

4.0 Excellence in Service and Clinical Quality -- Achieving seamless delivery of quality patient care and safety, excellence in patient experience and customer service.

5.0 Organizational Leadership -- Providing leadership and accomplishing objectives by supporting the integration of processes and initiatives while modeling collaboration.

KEY ACCOUNTABILITIES

Organizational Strategy and Implementation

1.1 Collaborates with Team leadership to understand external market financial, economic, and industry data, identifying market opportunities as it applies to daily departmental operations.

1.2. Collaborates with management to ensure that resources are prioritized and in place (i.e., staff, equipment, supplies, technology, and processes, etc.) and properly utilized to achieve AOR objectives through the most effective and efficient operations.

1.3 In conjunction with AOR leadership, makes recommendations for the improvement of AOR key processes, leading to elimination of variability in cost and quality.

Fiscal Management

2.1 Manages AOR to meet fiscal targets, ensuring the daily operations of delivering cost-effective, quality services.

2.2 Evaluates AOR for potential cost-effective change and makes recommendations for the implementation of approved changes.

2.3 Ensures staff compliance with financial decisions.

Human Resources Management

3.1 Communicates vision and leadership to staff in a collaborative environment that offers job satisfaction, performance recognition, and stimulates innovative thinking to accomplish objectives.

3.2 Ensures that AOR staff understand their roles in accomplishing GHS, Team/Division, and AOR strategic objectives. Establishes expectations for high level of performance and holds individuals accountable for achieving them.

3.3 In collaboration with other AOR leadership and the Human Resources Department, uses organizational systems/processes to recruit, retain, and develop a high-performance team that meets patient, regulatory, and fiscal requirements for their AOR.

3.4 In conjunction with Team/Division leadership, ensures staff productivity by maximizing staffing efficiency and workflow patterns as well as monitoring and controlling turnover.

3.5 Implements and actively supports the integration of change and conflict management while working side by side with management.

3.6 Creates a climate that ensures respect, teamwork, open communication, and professional recognition among a diverse workforce.

Excellence in Service and Clinical Quality

4.1 Ensures the implementation of service, quality and safety standards consistent with System policy for patient experience and internal and external customers in collaboration with AOR leadership.

4.2 Identifies and communicates trends across services in customer satisfaction and patient experience, clinical quality outcomes and patient safety to AOR leadership.

4.3 Models and ensures that AOR staff effectively uphold a customer service orientation to meet legitimate needs of patients and internal and external customers.

4.4 Ensures that confidentiality of patient, staff, and appropriate management data is maintained, and delivers immediate and certain consequences when confidentiality is compromised.

Organizational Leadership

5.1 Promotes the organization to all constituencies by interpreting and communicating GHS’ mission and values, acting as a loyal, supportive, and informed spokesperson for AOR, Team/Division and the System.

5.2 Collaborates with other internal professionals to identify, reduce, and eliminate barriers within the system which may negatively impact cost and quality of services.

5.4 Takes responsibility for providing a positive learning environment for students, interns, and residents working within their AOR, collaborating with academic programs, while ensuring patient safety.

5.5 Takes responsibility for identifying areas for self-development and actively seeks opportunities and resources to meet developmental objectives.

KEY INTERFACES

The Supervisor interacts primarily with the following external interfaces:

• Patients
• Families

The Supervisor interacts secondarily with the following external interfaces:

• Vendors/Suppliers* scope dependent
• Educational and Regulatory Organizations
• Non-GHS clinicians, hospitals, and facilities

The Supervisor interacts primarily with the following internal interfaces:

• AOR staff
• Other AOR supervisors, managers and directors
• Clinicians

The Supervisor interacts secondarily with the following internal interfaces:

• Other Functional Managers and Supervisors
• Other System Staff

DECISION MAKING AUTHORITY & RESPONSIBILITY

The Supervisor has the authority to carry out the AOR vision, objectives, and strategies consistent with the System’s mission, vision and goals. This person assists the leadership team in determining which resources are needed and recommends the acquisition of additional resources where indicated.

The Supervisor has the responsibility to advocate change in AOR processes and systems to ensure optimal, cost effective health care delivery. This individual facilitates the resolution of clinical, staff, and policy issues. The Supervisor oversees the adherence to policy, as well as makes recommendations for changes to AOR staff and leadership. The Supervisor coaches, monitors, and documents staff performance, makes recommendations for compensation strategy and promotion for their AOR.

The Supervisor represents Gundersen Health System and their AOR within the System and in the external community.

Education and Learning
REQUIRED

Bachelors degree in human resources, business or a related field

Work Experience
REQUIRED

3-4 years of human resources experience, including HR systems and customer service experience

Age Specific Population Served:
Nonage Specific (N/A)

OSHA Category:
Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.

Environmental Conditions:
Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Physical Requirements/Demands Of The Position:
Sitting Continually (67-100% or 8 hours)
Repetitive Actions - Fine Manipulation Continually (67-100% or 8 hours)

If you need assistance with any portion of the application or have questions about the position, please contact [email protected] or call 608-775-0267

Equal Opportunity Employer