Advocate, HR Specialist

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 8pm to 5am (Philippines) Job Summary: This hands-on and detail-oriented generalist 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, and data management. The HR Advocate will play a critical role in ensuring the smooth delivery of HR services to employees and managers. Essential Functions: Respond to Employee Inquiries Across HR Topics – Serve as the first point of contact for employees and managers by answering routine questions related to benefits, payroll, compensation, leave, and recruitment, using documented knowledge articles and standard operating procedures. Support Benefits Transactions and Case Resolution – Assist employees with basic benefits transactions such as enrollments, qualified life events, and terminations by processing requests, guiding employees through self-service tools, and escalating complex issues to the appropriate benefits team. Guide Employees Through Open Enrollment and Benefit Processes – Provide support during annual benefits enrollment periods and ongoing benefits-related activities by helping employees navigate systems, locate resources, and complete required steps accurately. Provide System Navigation Support for HRIS and Portals – Assist employees and managers with navigating HR systems related to compensation, payroll, and talent acquisition, including troubleshooting access issues and directing users to the correct tools or resources. Route Complex or Policy-Based Inquiries to Centers of Excellence – Identify and escalate questions related to compensation decisions, ADA accommodations, retirement eligibility, or non-standard exceptions to appropriate Tier 2 teams or HR subject matter experts. Support Talent Acquisition Process Navigation – Guide managers on basic recruiting steps such as entering requisitions, locating job postings, and completing onboarding tasks, while escalating more complex recruitment issues as needed. Assist with Leave of Absence Process Guidance – Respond to Tier 1-level inquiries about leave programs (e.g., FMLA, personal leave) by explaining standard procedures, tracking requests, and routing cases to the leave administration team as appropriate. Document and Track All Employee Interactions in Case Management System – Log all cases in the HR case management tool, ensuring clear and accurate documentation, proper classification, and timely resolution or escalation in accordance with service level agreements (SLAs). 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. Education: Bachelor’s degree in Human Resources, Business Administration, or a related field (preferred) Experience: 1+ years’ experience in a call center, service industry or other high-volume operational environment is required. Skills & Abilities: In-depth knowledge of US 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. As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer Comprehensive HMO medical coverage, retirement plan and group life and accident insurance One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances Paid vacation and sick leave Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need) Mission-driven culture events, community outreach and service opportunities Learning and development programs, mentorship and clear career growth pathways Modern, collaborative office spaces and regular engagement and culture-building activities Benefits may vary based on employment terms and role. Department: Human Resources - HR Services - BSMH Global Business Systems It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment. All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law. We are committed to providing an inclusive workplace free from unlawful discrimination and harassment. If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.