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HR Case Resolution Analyst

Dignity Health Phoenix, Arizona

The posted compensation range of $27.77 - $40.27 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.

Requisition ID 2023-332390 Employment Type Full Time Department Human Resources Hours/Pay Period 80 Shift Day Weekly Schedule Monday - Friday (8:00am - 5:00pm) Remote Yes Category Human Resources

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Designs, implements, documents and continually improves standardized, streamlined, and effective processes within the Central Case Management (CCM) service to achieve its goals.  Responsible for providing specialized and analytical support for complex issues and serving as the first point of contact in the resolution of escalated service cases.  Provides consultation, technical advice, and expertise to management depending upon work domains on critical time sensitive, complex cases.  Support and manage specific service delivery related activities within assigned work domains, including case management resolution, identification of system problem trends, audits, and working with Sr. Analysts to report and resolve.  This position collaborates with the Contact Center, local HR divisions, HR Technology and Reporting team, Centers of Excellence, and/or vendors to enable effective and accurate service to CommonSpirit Health employees.


*This is a Remote Opportunity

  1. Subject matter expert in the processes and system functioning for assigned work domains. Identifies, initiates, and implements changes using appropriate strategies in order to achieve standardized, streamlined, and effective processes.
  2. Leads projects with market representation and/or system team members to design, standardize, and implement processes and organizational changes.
  3. Serves as a resource for respective Central Case Management Specialists including quality assurance, point for escalated issues, training, feedback on accuracy and following standards, communication, and dissemination of day to day work assignments.  Reallocating resources and assignments within their respective specialists in order to meet SLAs and accomplish priority work.
  4. Support responsibilities in data conversion, system testing, documentation and business process design
  5. Provides consultation, technical advice and expertise in their assigned work domains to leaders, employees, and HR Business Partners.
  6. Maintains process documentation for their assigned work domains.
  7. Partners with Contact Center, local HR divisions, HR Technology and Reporting team, Centers of Excellence, vendors, and other departments as appropriate for effective work processes
  8. Performs validation and processing of advanced HR transactions where advanced security or knowledge is necessary and in escalated, critical and complex sensitive areas.
  9. Continually works for process improvements and efficiency as well as increased customer service.  Defines need for audits and reviews audit results to maintain accurate data. Identifies and documents issues that impact Support Services SLAs and makes recommendations for improvements.
  10. Independently researches, resolves and responds to advanced escalated cases.  Point of contact for leaders with regards to escalations in their assigned work domains.  Performs outreach to market for approval, clarification, or to provide training and redirection.
  11. Serve as a subject matter expert and point-of-contact for specified processes and systems within designated work domains
  12. Manages the upload of mass data changes within supported applications
  13. Proactive approach by communicating root-cause analysis to customer and reports to identify trends and develop recommendations for process improvements

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

  • BS in business or related field (or comparable experience and education (5-6 years combo)
  • Required 3 years of the 5 years experience is specifically in  HRIS technical functional or advanced support experience
  • Multiple HRIS support and testing experience Supporting business processes
  • Performing complex transactional and security/access analysis SME on HRIS transactions, processes, systems, data validation & integrations
  • Advanced Excel Root cause analysis
  • Proven delivery of customer experience
  • Accuracy completing tasks within guidelines for productivity and SLA
  • Data validation and auditing techniques
  • Work on tasks independently and manage caseload and audits Collaboration w/system support, IT or COEs
  • Process improvement identification
  • POC for Specialists, provides direct training and leads touch base sessions

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Equal Opportunity

CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here.

CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health™ participates in E-Verify.