HR Shared Services Specialist

Community Health Choice, Inc. (Community) is a non-profit managed care organization (MCO), licensed by the Texas Department of Insurance. Through its network of more than 10,000 providers and 94 hospitals, Community serves over 400,000 Members with the following programs:

' Medicaid State of Texas Access Reform (STAR) program for low-income children and pregnant women

' Children's Health Insurance Program (CHIP) for the children of low-income parents, which includes CHIP Perinatal benefits for unborn children of pregnant women who do not qualify for Medicaid STAR

' Health Insurance Marketplace Plans that offer individual health coverage that includes preventive care, emergency services, prescription drugs, and hospitalization available to all, regardless of pre-existing conditions.

' Community Health Choice (HMO D-SNP), a Medicare Advantage Dual Special Needs plan for people with both Medicare and Medicaid that combines Medicare Part A and Part B benefits, Medicare Part D prescription drug coverage, and Medicaid benefits with additional health benefits like dental, vision, transportation, and more.

Improving Members' experiences is at the heart of every Community position. We strive every day to make sure that our Members have access to the high-quality health care they need and deserve.

Community is accredited by URAC for its health plan operations. We offer care management programs for asthma, diabetes, and high-risk pregnancy. An affiliate of the Harris Health System (Harris Health), Community is financially self-sufficient and receives no financial support from Harris Health or from Harris County taxpayers.

JOB SUMMARY: The HR Shared Services Specialist serves as the first point of contact (Tier 1) for employees, managers, candidates, and vendors, providing high-volume transactional, administrative, and customer-focused HR support across the employee lifecycle. This role delivers timely, accurate, and consistent HR services through ServiceNow (or equivalent case management system), HRIS platforms (e.g., UKG, PeopleSoft), and knowledge-based tools.

The position supports HR Centers of Excellence, including HR Business Partners, Talent Attraction, Employee Relations, Benefits, Payroll, and other HR functions by executing transactional processes, maintaining data integrity, and ensuring a high-quality employee experience. Complex or sensitive matters are escalated to senior HR Shared Services staff or appropriate COEs.

JOB SPECIFICATIONS AND CORE COMPETENCIES

Service Delivery & Case Management (Tier 1)

Serve as first point of contact for HR-related inquiries via ServiceNow, email, phone, or HR portal

Respond to questions related to benefits, payroll, HR policies, compensation, employment verification, and HR systems

Resolve standard inquiries using knowledge articles, Standard Operating Procedures (SOPs), and job aids

Route complex, sensitive, or escalated cases to Tier 2 or COE partners

Ensure adherence to service level agreements (SLAs) for response and resolution times

HR Transaction Processing (Employee Lifecycle Execution)

Process and validate employee lifecycle transactions, including:

Pre-boarding (FTE and contingent workers)

Onboarding and offboarding

Job changes, promotions, transfers, reclassifications, and status updates

Position management and job code/description updates

Compensation and demographic data updates

Maintain accurate HRIS records and ensure data integrity across systems (UKG, PeopleSoft, or equivalent)

Execute standardized workflows and ensure compliance with internal controls

HR Administrative Support (COE Enablement)

Provide administrative support to HR Business Partners, Talent Acquisition, and Employee Relations teams

Prepare and maintain personnel documentation and employee records

Support employee relations-related administrative activities (documentation, tracking, and coordination support only)

Assist with onboarding coordination, including I-9 and pre-employment documentation

Verify licenses and certifications and maintain related records where applicable

Coordinate communications related to HR actions and employee changes

Reporting, Analytics & Documentation

Generate recurring and ad hoc reports, dashboards, and workforce metrics

Support audit reporting and compliance documentation (e.g., MAR, URAC, HR operational audits)

Maintain accurate case documentation, employee records, and transaction logs

Support data validation and reporting accuracy across HR systems

Compliance, Audit & Program Support

Conduct and support audits including:

Personnel file audits

Pre-boarding audits

License/certification tracking

Data integrity audits

Support unemployment claims, employment verification requests, PSLF documentation, and related programs

Assist with supply chain or administrative HR requests as needed

Continuous Improvement & Service Enhancement

Identify opportunities to improve HR processes, workflows, and employee experience

Recommend updates to knowledge base articles and standard operating procedures

Support adoption of self-service tools and HR technology enhancements

Participate in continuous improvement initiatives across HR Shared Services

QUALIFICATIONS:

Education/Specialized Training/Licensure: High School Diploma or GED equivalent required.

Bachelors Degree preferred.

Work Experience (Years and Area): 1-2 years of HR, customer service, or administrative experience

Experience working in HR Shared Services; familiarity with HR processes and employee lifecycle activities

Software Proficiencies: Microsoft Office; Outlook, Teams Experience with HRIS or ticketing systems

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