People Operations Specialist II - Concierge Operations

Join Us in Redefining the Teammate Experience

At Advocate Health, we're committed to helping people live well by creating exceptional experiences for our teammates. As one of the nation's largest nonprofit integrated health systems, we know that delivering extraordinary care starts with supporting the people who make it possible.

We're seeking an experienced People Operations Specialist II to join our team and serve as a trusted resource for teammates, leaders, and HR partners. In this role, you'll help deliver high-quality HR services, resolve complex employee inquiries, drive operational excellence, and contribute to continuous improvement initiatives that enhance the overall teammate experience.

About This Opportunity

This role offers the opportunity to make a meaningful impact across the employee lifecycle while working in a fast-paced, collaborative environment. You'll partner with HR Centers of Excellence, HR Business Partners, Payroll, and other stakeholders to provide responsive, solution-oriented support while ensuring compliance with policies, procedures, and employment regulations.

If you're passionate about customer service, problem-solving, process improvement, and helping people navigate important moments throughout their employment journey, we'd love to hear from you.

What You'll Do

• Serve as a primary point of contact for teammate HR inquiries and escalations across multiple HR content areas.

• Deliver professional, empathetic, and solution-focused support that enhances the overall teammate experience.

• Interpret and apply HR policies, procedures, and workflows accurately and consistently.

• Partner with HR Business Partners, Payroll, Centers of Excellence, vendors, and other stakeholders to resolve issues and ensure seamless service delivery.

• Manage and prioritize a high volume of cases, transactions, audits, claims, emails, and service requests while meeting established service metrics.

• Monitor case queues, track open items, and ensure timely resolution and follow-through.

• Act as a liaison between teammates, HR teams, and third-party vendors to resolve complex or escalated issues.

• Support employee lifecycle processes while ensuring compliance with labor laws, internal policies, and audit requirements.

• Identify opportunities for process improvement and contribute to SOP updates, knowledge articles, training materials, and documentation efforts.

• Participate in cross-training initiatives to support business continuity and team agility.

• Maintain knowledge of federal and state employment laws and apply that knowledge to support compliance and minimize organizational risk.

• Drive continuous improvement through innovative solutions, emerging technologies, teammate feedback, and operational best practices.

What You'll Bring

• Bachelor's degree in Human Resources, Business, Compliance, Technology, or a related field, or equivalent experience.

• Two years of Human Resources experience or six years of customer service experience.

• Strong customer service mindset with the ability to build trust and deliver positive service experiences.

• Excellent verbal and written communication skills with the ability to interact professionally at all levels of the organization.

• Strong critical thinking and problem-solving abilities.

• Ability to manage sensitive and confidential information with the highest level of integrity and professionalism.

• Demonstrated sense of urgency and accountability in meeting commitments and deadlines.

• Experience handling multiple priorities in a high-volume environment.

• Knowledge of HR functions including payroll, leave administration, benefits, compensation, compliance, onboarding, data management, and core HR operations.

• Strong decision-making, relationship-building, and interpersonal skills.

• Proficiency with Microsoft Office, human capital management systems, case management tools, and knowledge management platforms.

• Self-directed approach with the ability to adapt to changing priorities and business needs.

Preferred

• Experience supporting HR Shared Services, HR Operations, Employee Service Centers, or Contact Center environments.

• Experience working with HR case management systems and knowledge management platforms.

• Familiarity with employment law, leave administration, compliance processes, and employee relations support.

• Experience supporting continuous improvement or process optimization initiatives.