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Beth Israel Lahey Health HR Service Rep 1, Associate-2 in Charlestown, Massachusetts

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:

Per Diem

Scheduled Hours:


Work Shift:

Day (United States of America)

This position is Per Diem.

The HR Service Representative 1 Associate, Tier 1 supports the HR functions in their resolution of simple to complex worker inquiries and requests. They are the first line of contact with workers to solve their issues and ensure a seamless worker experience in escalating requests.

Job Description:

Job Description

  1. Act as primary point-of-contact for HR inquiries (via phone, chat, and case management tool), identifying and delivering solutions to workers and leadership.

  2. Delegate and escalate queries as appropriate, but remain responsible through completion.

  3. Track progress and provide continuous feedback to requestors on status of their queries. Provides support to the HR function and business lines by aiding the workers with their day-to-day HR-related requests and questions.

  4. 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.

  5. Ensure a positive worker experience by proactively seeking information, as well as promote self-service system capabilities, to resolve HR business requests quickly.

  6. Leverage end-to-end process documentation, FAQs, procedures, policies, and other knowledge article content to resolve inquiries.

  7. Support the integration of innovative HR technologies and system automation to improve the user experience and streamline administrative processes.

  8. Engage in and drive overall continuous improvement processes (e.g., to reduce inquiry volume and improve service).

  9. Research HR trends and insights to develop a point of view on capabilities required to support program efficiency and effectiveness in the future.

  10. Support identifying improvements to case and knowledge management tools and content.

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 workers 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.

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