Employee Service Center Administrator I

Job Description

Job ID: 1186048
Employment Status: Full-Time
Your Career. Made Better.

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions. BJC serves patients and their families in urban, suburban and rural communities through its 15 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

Provides leadership and oversight in the development and administration of all BJC compensation and benefits programs to ensure market competitiveness with financially prudent decision-making.

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Role Purpose

Responsible for acting as the first point of contact for all employees to the Human Resources team. The Employee Service Center Administrator handles and provides support for various HR employee programs within the organization. They must be competent in Communication, Relationship Management and assisting the diverse workforce. Responsible for supporting the employees by responding to basic human resources policy, payroll, benefits, leaves and other questions they may have. This role assists the employees with navigating the organizations ERP self-service tool validating the integrity of the data and processes high volumes of job transactions in the ERP system and other vendor systems. This role also coordinates the support for all leave of absence cases. Effectively coordinates all cases/claims to include general administration, payroll updates, comprehensive case management and program compliance with the Family and Medical Leave Act and all related employment laws. Performs exemplary customer service and assistance to Managers and HR Business Partners.


  • Explains policies and practices related to pay, benefits and human resource programs. Manages inquiries, requests and simple cases from department Manager and HR Business Partners to closure and appropriately escalates complex cases. Assists with updating the I9 system. Organizes and maintains records inside and outside of current systems.
  • Assist employees with health, dental, life, tuition and other related benefit questions. Assists Employee Service Center Specialist with updating the Tuition system with grades and other pertinent information to get an employee reimbursed in a timely manner. Assists with verifications of employment as needed.
  • Serves as the subject matter expert for all leave programs in alignment and under the general direction and guidance of HR Manager and the legal department. Interprets and administers leave programs and policies in accordance with the applicable federal and state employment laws (FMLA, ADA, USERRA, Pregnancy Discrimination Act, etc.). Coordinates administrative aspects of the cases and claims. Manages all administrative aspects of leaves claims to include entering of cases and time to ensure that pay for associates is accurate and correct. Maintains appropriate contact with all employees on leave and coordinates all aspects of return to work for employees. Works with 3rd party vendor to conduct investigations of alleged fraudulent activity of leave cases. Works closely with the HR Business Partners to identify, research and resolve matters. Partners closely with all HR Business Partners on some leave cases that need additional intervention. Ensures that STD claims are correctly updated in the 3rd party vendors system and updates this information in the Kronos system. Partners closely with HRBPs on all related cases/claims. Assists with investigation, auditing and resolution of escalated issues from Manager/HRBPs. Assists Lead Leaves Analyst in interactions with 3rd party vendor.
  • Works directly with payroll, benefits consultants, HSO colleagues, legal department and other departments to ensure that subpoenas are completed and submitted in a timely manner. Works with Benefits Consultants and other departments on special projects as needed. Updates personal data changes of an employee in the ERP system to ensure that all systems outside of HR are updated.
  • Responsible for answering and logging all calls and emails into the Service Now system to ensure that employees are receiving a consistent and timely response. Directs callers to the appropriate area to assist with their questions/concerns. Provides solutions to questions that an employee, retiree, former employee, manager or HR business partner may have.

  • Minimum Requirements



  • High School Diploma or GED


  • 2-5 years

    Supervisor Experience

  • No Experience


    Preferred Requirements and Additional Job Information



  • 5-10 years

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


    Equal Opportunity Employer