Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

Reports to: Manager, Service Advisory

# of Direct Reports: 0

Primary Function/General Purpose of Position

This hands-on and detail-oriented role will manage and execute essential HR functions in a high-volume call center and case processing environment. This role is operationally focused and involves day-to-day responsibilities in benefits administration, compensation, talent acquisition, learning and performance, regulatory compliance, data management, and employee relations. The Senior HR Advocate will play a critical role in ensuring the smooth delivery of HR services to employees and managers.

Essential Job Functions

​Applies expert-level triage skills to assess, resolve, or escalate employee relations concerns using emotional intelligence, conflict de-escalation, and interpersonal influence. Demonstrates composure in emotionally charged situations, empathy, and sound judgement under pressure.

• Leverages strong policy fluency and coaching skills to foster an inclusive workplace, addressing concerns with equity, consistency, and sound HR judgment.

• Demonstrates benefits literacy and service orientation by educating and guiding employees through enrollment, life events, and claims with clarity and compassion.

• Applies data interpretation, vendor partnership skills, and discernment to investigate and resolve benefits issues (including eligibility, rate, funding, and appeals) efficiently and accurately.

• Utilizing analytics, research and sound discernment, partners with benefits vendors to resolve eligibility, rate, funding, and wellness appeal issues, ensuring accurate and timely service delivery.

• Distills complex benefit programs into clear, employee-friendly education, ensuring understanding and successful enrollment for a comprehensive customer service experience.

• Educates and influences understanding of compensation strategy and payroll processes, reinforcing trust and compliance.

• Demonstrates strong HR tech acumen, providing user-focused support on payroll, compensation, data management, credentialing / clinical licensure, and compliance tracking of mandatory learnings / vaccinations within HRIS systems.

• Serves as a talent acquisition partner by advising leaders on recruiting strategies, candidate selection, and onboarding to meet business needs.

• Combines compliance expertise with compassionate guidance to support employees and leaders through leave and separation processes.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

SHRM-CP, SHRM-SCP, PHR, or SPHR certification is preferred.

Education

Bachelor’s degree (required).

Work Experience

• 1-2 years’ HR experience, with a strong focus on operational HR activities preferred. Will consider relevant education / certifications in lieu or HR experience.

• 1-2 years’ experience in a call center, service industry or other high-volume operational environment is preferred.

Skills

• In-depth knowledge of HR practices, including benefits, payroll, and employee relations.

• Strong organizational skills with the ability to manage multiple tasks and priorities.

• Excellent verbal and written communication and interpersonal skills, with a customer service mindset.

• Proficiency with HRIS platforms and Microsoft Office Suite.

• Ability to work effectively, including meeting deadlines and key performance indicators, with minimal supervision.

• Competently research and resolve an issue using all resources available, including external resources.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com