Sr. People Ops Specialist

Vituity - Emeryville, CA (30+ days ago)3.5

Help Us Enhance Patient Care Across America

The Vituity Team. We innovate using our diverse business, analytic, and communications skills to tackle the challenges of today’s complex healthcare landscape. We reward excellence in our mission to enhance patient care across the health care continuum. We collaborate, cooperate, and celebrate our unique contributions because we know we can achieve more together than we can alone.

From our administrators and management consultants to our recruiters, data and financial analysts, developers, and marketers—we help the providers and hospitals we serve improve patient outcomes, operational efficiencies, revenue, and job satisfaction.

As a member of the Vituity team, you’ll put your skills to work helping our providers improve the care of the 6 plus million patients our providers treat annually in over 250 practices throughout the United States. You’ll have the recognition and support you need to grow professionally. And you’ll have the opportunity to discover work you really love in a family oriented company that wants you to succeed.

The Sr. People Ops Specialist supports the People Operations Service Delivery team in driving adoption and continuous improvement of the Service Delivery model and platform. Partners effectively with multiple departments across the organization to drive efficiencies in how Vituity supports employees and partners. Uses communication and presentation skills to influence organizational leaders and uses data analytics skills to identify areas for continuous improvement. Works closely with Service Delivery Manager and Director to implement the long-term Service Delivery strategy for the organization.

Responsibilities include, but are not limited to…
HR Service Delivery Reporting, Analytics and Continuous Improvement

Analyze trends and data from incident management, and implement recommendations for process flow and knowledge base improvements.
Analyze ticket volumes and types for each SME agent group and partner with teams to drive content and triage to Tier 0 and Tier 1
Build reports that help SME teams manage utilization and performance and adoption of the service delivery model
Proactively work with SME teams (including HR Business Partners, Talent Acquisition, Onboarding, Payroll, Benefits, Facilities and IT Departments) to ensure integrity / completeness of knowledge base content and adherence to service level agreements and customer satisfaction targets
Partner with Senior Policy Writer to manage new and changing content appropriately in ServiceNow and drive ownership of content to SMEs
Regularly review knowledge base articles and feedback and propose/implement revisions and improvements to content and search
Review survey results and own proactive outreach to unsatisfied customers to resolve issues and capture then implement ideas for improvement
Proactively identify process and policy inefficiencies and inconsistencies and collaborate towards an improved employee experience
Support configuration and development work to accurately capture business requirements and test system enhancements
Support communications and change management efforts of the Service Delivery team
HR Service Delivery Support

Back-up point of contact for employees and partners regarding questions or issues regarding benefits, compensation, immigration, employment verifications, and procedural questions related to HR policies, programs, practices.
Maintain appropriate level of process, program, and policy knowledge in order to assist employees
Record and track all employee support interactions using HR case management system.
Ensure timely and high quality resolution of issues, and follow through to ensure all assigned cases are resolved and closed timely and appropriately.
Drive employee questions to self-service and forms rather than email, phone and in-person requests for tracking and analyzing purposes.
Coach and train other team members and agents on systems, best practices, improvements, and customer service.

Our Ideal Candidate Profile:
Bachelor's degree or equivalent work experience required
Strong working knowledge of Microsoft Office Suite, particularly Excel
Strong verbal and written communication skills
Ability to compile, analyze and interpret data to varying levels of the organization
Strong executive presence
Ability to manage routine processes and prioritize tasks to meet deadlines
Attention to detail and reliable follow through
Strong organizational and customer service skills
Intuition to know when to act independently and when to ask for guidance and/or assistance

What will help you stand out:
3-4 years previous experience in Human Resources or customer service
Proficiency in HRIS applications
Experience with ServiceNow, Oracle HCM and ADP
Why Vituity?
When you work at Vituity, you share your talents with an awesome team that makes coming to work empowering and fun. That’s why our employees have voted us a Best Place to Work in the Bay Area for nine years. That and some pretty incredible benefits:

Competitive benefits package: Superior health plan options, best in class 401k plan (with a very generous company match like you’ve never seen before), 3 weeks paid vacation in your first year, tuition reimbursement policy, paid sabbaticals, and more!
A Culture of Caring: not only like working together, but care about one another personally and professionally. We host fun staff activities, health and wellness programs, employee recognition programs, and so much more.
Location, Location, Location: We are located in the Emeryville Watergate business park overlooking the San Francisco Bay - just minutes away from San Francisco and the East Bay.
Your Life. Your Career. Your Success. Apply Today!

Vituity is an Equal Opportunity Employer.