HR Service Coordinator

Department/Unit:
Human Resources

Work Shift:
Day (United States of America)

Salary Range:

The HR Service Coordinator is the welcoming first point of contact for employees, candidates, new hires, visitors, and callers to Human Resources. The role combines professional front-desk coverage with knowledgeable first-level HR support. It resolves routine questions using approved policies, procedures, systems, and knowledge resources; accurately identifies the nature and urgency of each request; and connects individuals with the appropriate HR subject matter expert when specialized guidance or decision-making is required.

The coordinator also supports the employee onboarding experience, including Workday onboarding tasks, Form I-9 completion and document review, new-hire readiness, records administration, and follow-up. Success requires exceptional service, sound judgment, discretion, attention to detail, and the initiative to anticipate needs and close service gaps.

Essential Duties and Responsibilities

HR Reception and Employee Service

- Provide consistent front-desk coverage and create a warm, professional, and inclusive welcome for employees, applicants, new hires, vendors, and visitors.
- Answer and route telephone calls, emails, walk-in questions, and service requests promptly and courteously.
- Respond independently to routine questions about HR programs, policies, procedures, forms, Workday navigation, onboarding status, and where to obtain assistance, using current and approved information.
- Ask effective clarifying questions, document the request accurately, assess urgency, and direct or warm-transfer the matter to the appropriate HR subject matter expert.
- Maintain awareness of HR team responsibilities, availability, escalation paths, service standards, and frequently requested resources.
- Manage challenging interactions calmly, protect privacy, and involve a supervisor, Employee Relations, Security, or another designated resource when circumstances warrant.

Onboarding, Workday and Form I-9 Support

- Serve as a knowledgeable guide for the Workday onboarding process, helping new hires and managers understand assigned tasks, deadlines, required information, and next steps.
- Monitor onboarding progress; identify incomplete, overdue, or inaccurate tasks; follow up proactively; and escalate issues that could delay a start date or create a compliance risk.
- Complete the employer’s authorized Form I-9 responsibilities in accordance with organizational procedures and federal requirements, including timely document review, accurate data entry, appropriate handling of reverification needs, and secure recordkeeping.
- Coordinate new-hire appointments, orientation logistics, badges or access requests, required forms, and handoffs to Payroll, Benefits, Talent Acquisition, Employee Health, IT, managers, and other partners.
- Assist employees and managers with routine Workday navigation and troubleshoot basic access or workflow issues; route system defects, security-role questions, and complex transactions to the appropriate support team.
- Maintain accurate onboarding trackers, employee records, and audit-ready documentation while safeguarding confidential and personally identifiable information.

HR Operations and Administrative Support

- Perform accurate data entry, document indexing, scanning, filing, correspondence, scheduling, and other HR administrative transactions within assigned authority.
- Maintain organized reception and shared HR service areas, current forms and reference materials, visitor procedures, and appropriate office supplies.
- Track requests through completion, communicate status appropriately, and confirm that handoffs have been received and resolved.
- Identify recurring questions, bottlenecks, or confusing instructions and recommend improvements to FAQs, job aids, workflows, and the employee experience.
- Support HR orientations, meetings, events, audits, special projects, and peak-volume activities as assigned.
- Acts as the back-up to the Administrative Coordinator-Project Specialist in their absence
- Perform other related duties consistent with the role’s purpose and level of responsibility.

Scope of First-Level HR Support

- The position is expected to answer routine, fact-based questions when the response is clearly addressed by an approved policy, procedure, job aid, or system workflow. The coordinator does not independently interpret law, make eligibility or employment decisions, provide employee-relations advice, or promise an outcome.
- Examples resolved at first contact: Workday navigation, onboarding task status, location of forms, standard process steps, contact information, appointment scheduling, and other published HR information.
- Examples referred or escalated: Employee relations complaints; harassment or discrimination concerns; accommodation or leave determinations; benefits eligibility disputes; payroll errors requiring research; policy exceptions or interpretation; union or labor matters; legal questions; safety threats; and any sensitive, urgent, or unfamiliar matter.

Core Competencies

- Service orientation: Treats every interaction with courtesy, patience, respect, and a genuine desire to help.
- Professional judgment: Distinguishes routine information from matters requiring specialized review and escalates without delay.
- Initiative and ownership: Anticipates needs, follows through, closes loops, and improves processes without waiting to be directed.
- Communication: Listens carefully, asks concise questions, explains processes clearly, and adapts communication to the audience.
- Accuracy and organization: Manages competing priorities while maintaining precise records, deadlines, and details.
- Confidentiality and discretion: Protects sensitive information and uses private settings and appropriate channels for HR matters.
- Composure and adaptability: Remains calm and effective during high-volume periods, difficult conversations, and changing priorities.
- Collaboration: Builds effective working relationships across HR specialties and with employees, managers, and operational partners.

Performance Indicators

- Timely, courteous acknowledgment and accurate routing of employee and visitor inquiries.
- Strong first-contact resolution for routine questions without providing advice outside assigned authority.
- Accurate and timely Workday onboarding and Form I-9 processing, with minimal rework or compliance exceptions.
- Reliable front-desk coverage, complete documentation, effective follow-through, and positive customer feedback.
- Demonstrated identification and implementation of practical service or workflow improvements.

Qualifications

- Associate's Degree in human resources, business, healthcare administration, or a related field - required
- Two years of customer-facing administrative or HR support experience - required
- Experience in a busy, multi-site, healthcare, or similarly complex environment - preferred
- Working knowledge of general HR practices and the employee lifecycle, sufficient to answer routine questions accurately and recognize when escalation is required
- Demonstrated experience with HR information systems and electronic onboarding; proficiency with Workday strongly preferred
- Experience completing or supporting Form I-9 processes and handling confidential personnel information
- Proficiency with Microsoft Outlook, Word, Teams, and basic Excel functions

Equivalent combination of relevant education and experience may be substituted as appropriate.

Thank you for your interest in Albany Med Health System!​

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.