Description
General Summary of Position
The Employee Relations (ER) Intake Coordinator is the frontline HR professional who receives, assesses, and routes all ER cases to ensure timely, consistent, and confidential support within our internal HR service-delivery system (myHR). The coordinator must monitor multi-channel queues and is critical to maintaining service-level agreements. The specialist applies standardized risk assessments based on sentiment-based triage triggers (e.g., abusive-language detection), legal exposure, safety considerations, and reputational impact, and assigns prioritization accordingly. The coordinator owns taxonomy updates and knowledge-base tagging and is responsible for balancing caseloads across ER specialists. Leveraging human-resources expertise, independent judgment, a sense of urgency, and a focus on confidentiality, the Employee Relations Intake Coordinator demonstrates critical thinking, effectively navigates ambiguity, challenges, and elevates urgent cases to Employee Relations leadership. This role plays a pivotal part in ensuring cases are assigned in a timely manner and that the most urgent matters are escalated appropriately, mitigating risk across the system. The coordinator is responsible for stakeholder coordination, serving as the single point of contact for ER, Legal, Compliance, Quality & Safety, and Security during critical incidents. In addition to monitoring all activity handled within the myHR case-management system, this role also monitors and drives timely updates for the MedStar Health committees, coordinating with Occupational Health, ER, and the committee chairpersons.
Primary Duties and Responsibilities
Minimum Qualifications
Education
- Bachelor's degree Human Resources, Business Administration, or a related field required
Experience
- 3-4 years Progressive experience in Human Resources or Employee Relations required
- 1-2 years Proficiency working with an enterprise case management system preferred
- One year of relevant professional-level work experience may be substituted for one year of required education
Licenses and Certifications
- Professional in Human Resources (PHR)-HRCI HR certification (SHRM-CP or PHR) preferred
- Senior Professional in Human Resources (SPHR)-HRCI preferred
Knowledge, Skills, and Abilities
- Comprehensive HR generalist expertise with the capability to evaluate case complexity and risk.
- Thorough understanding of federal and state employment laws and current HR best practices.
- Sound judgment in determining when to escalate issues to ER leadership or senior ER specialists.
- Capacity to rapidly assimilate new programs, policies, and procedures for accurate case review.
- Proven ability to build cross-functional partnerships and leverage information to achieve shared objectives
- Exceptional interpersonal skills and effectiveness in fast-paced, team-oriented environments.
- Advanced computer proficiency with ease in navigating multiple systems and screens.
- Adaptability in managing varied situations, stakeholders, and conflicting priorities.
- Strong self-management: independently completes tasks while keeping stakeholders informed and engaged.
- Experience with enterprise case-management platforms (e.g., ServiceNow, EthicsPoint) preferred.
- Unwavering discretion in handling sensitive and confidential information.
- Clear, concise, and professional verbal and written communication skills.
This position has a hiring range of $30.67 - $54.48
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