At Claritev, we pride ourselves on being a dynamic team of innovative professionals. Our purpose is simple - we strive to bend the cost curve in healthcare for all. Our dedication to service excellence extends to all our stakeholders internal and external - driving us to consistently exceed expectations. We are intentionally bold, we foster innovation, we nurture accountability, we champion diversity and empower each other to illuminate our collective potential.

Be part of our amazing transformational journey as we optimize the opportunity towards becoming a leading technology, data, and innovation voice in healthcare. Onward and upward!!!

HR Help Desk Agent (Tier 1)

POSITION SUMMARY

Executes the day-to-day tasks of the HR Service Desk (Tier 1) processes. Ensures employee inquiries are properly recorded, classified, and triaged using established knowledge articles and action plans. Provides first-contact resolution where possible and escalates inquiries that cannot be resolved using standard resources to Tier 2 HR support teams

JOB ROLES AND RESPONSIBILITIES

1. Inquiry Intake and Documentation
   Document all employee inquiries within the HR Help Desk system, following established guidelines for documentation, categorization, and prioritization. Assign or resolve inquiries accordingly.
2. Tier 1 Triage and Resolution
   Serve as the first point of contact for HR-related inquiries. Utilize approved knowledge articles, FAQs, and action plans provided by HR workstreams (e.g., Benefits, Payroll, Talent) to resolve inquiries at first contact whenever possible.
3. Escalation to Tier 2
   Escalate inquiries that cannot be resolved using documented knowledge articles or action plans to appropriate Tier 2 HR subject matter experts, ensuring complete and accurate case documentation to support efficient handoff.
4. Trend Identification
   Identify recurring issues, gaps in knowledge articles, and potential trends. Provide feedback to Director, Operations so that workstreams can improve knowledge content, processes, and the employee experience.
5. Knowledge Management Support
   Maintain familiarity with HR knowledge base content. Recommend updates or enhancements based on employee inquiries and observed gaps. Share insights with Director, Operations to promote consistency.
6. Case Monitoring and Follow-Up
   Monitor the status of open cases, ensuring timely resolution and appropriate follow-up. Assist in tracking escalated cases and provide updates to employees when needed.
7. Employee Communication
   Provide clear, professional, and empathetic communication to associates. Follow up with associates as needed; keep them informed of case status, next steps, and expected timelines.
8. Customer Service Excellence
   Demonstrate a strong commitment to delivering a high-quality employee experience. Exhibit professionalism, discretion, and appropriate communication etiquette in all interactions.
9. Cross-Functional Coordination
   Collaborate with Tier 2 HR teams, HR Centers of Excellence, Payroll, IT, and other functions as needed to ensure seamless resolution of employee inquiries.
10. Reporting and Metrics
    Manage service level to meet resolution, escalation and response times.
11. Compliance and Confidentiality
    Ensure compliance with all applicable regulations and company policies (e.g., data privacy, HIPAA where applicable). Maintain strict confidentiality of employee information.
12. Alignment with Company Values
    Demonstrate commitment to the Company’s mission, vision, and core values.
13. Additional Duties
    Responsibilities outlined above are not all-encompassing. Additional duties may be assigned as necessary.

JOB SCOPE

The incumbent operates within a Tier 1 HR Service Delivery model using standardized processes, knowledge articles, and defined action plans. The role focuses on efficient intake, triage, and resolution of employee inquiries while ensuring consistent service delivery.

Working under general supervision, the incumbent:

• Provides first-contact resolution using documented HR knowledge resources
• Assesses inquiries to determine appropriate resolution or escalation path
• Routes complex, non-standard, or sensitive inquiries to Tier 2 HR specialists
• Supports continuous improvement by identifying knowledge gaps and process inefficiencies
• Ensures accurate case management and timely follow-up to support employee satisfaction

COMPENSATION

The salary range for this position is $25-$30/hour. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.

Medical, dental and vision coverage with low deductible & copay

Health Savings Account

401(k) match

Inquiry Intake and Documentation. Document all employee inquiries within the HR Help Desk system, following established guidelines for documentation, categorization, and prioritization. Assign or resolve inquiries accordingly. Tier 1 Triage and Resolution. Serve as the first point of contact for HR-related inquiries. Utilize approved knowledge articles, FAQs, and action plans provided by HR workstreams (e.g., Benefits, Payroll, Talent) to resolve inquiries at first contact whenever possible. Escalation to Tier 2 Escalate inquiries that cannot be resolved using documented knowledge articles or action plans to appropriate Tier 2 HR subject matter experts, ensuring complete and accurate case documentation to support efficient handoff. Trend Identification. Identify recurring issues, gaps in knowledge articles, and potential trends. Provide feedback to Director, Operations so that workstreams can improve knowledge content, processes, and the employee experience. Knowledge Management Support. Maintain familiarity with HR knowledge base content. Recommend updates or enhancements based on employee inquiries and observed gaps. Share insights with Director, Operations to promote consistency. Case Monitoring and Follow-Up. Monitor the status of open cases, ensuring timely resolution and appropriate follow-up. Assist in tracking escalated cases and provide updates to employees when needed. Employee Communication. Provide clear, professional, and empathetic communication to associates. Follow up with associates as needed; keep them informed of case status, next steps, and expected timelines. Customer Service Excellence. Demonstrate a strong commitment to delivering a high-quality employee experience. Exhibit professionalism, discretion, and appropriate communication etiquette in all interactions. Cross-Functional Coordination. Collaborate with Tier 2 HR teams, HR Centers of Excellence, Payroll, IT, and other functions as needed to ensure seamless resolution of employee inquiries. Reporting and Metrics. Manage service level to meet resolution, escalation and response times. Compliance and Confidentiality. Ensure compliance with all applicable regulations and company policies (e.g., data privacy, HIPAA where applicable). Maintain strict confidentiality of employee information. Alignment with Company Values. Demonstrate commitment to the Company’s mission, vision, and core values. Additional Duties. Responsibilities outlined above are not all-encompassing. Additional duties may be assigned as necessary. JOB SCOPE The incumbent operates within a Tier 1 HR Service Delivery model using standardized processes, knowledge articles, and defined action plans. The role focuses on efficient intake, triage, and resolution of employee inquiries while ensuring consistent service delivery. Working under general supervision, the incumbent: Provides first-contact resolution using documented HR knowledge resources Assesses inquiries to determine appropriate resolution or escalation path Routes complex, non-standard, or sensitive inquiries to Tier 2 HR specialists Supports continuous improvement by identifying knowledge gaps and process inefficiencies Ensures accurate case management and timely follow-up to support employee satisfaction

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