Employee Relations Intake Coordinator

Employee Relations Intake Coordinator

The Employee Relations (ER) Intake Coordinator is the frontline HR professional who receives, assesses, and routes all ER cases to ensure timely, consistent, and confidential support within our internal HR service-delivery system (myHR). The coordinator must monitor multi-channel queues and is critical to maintaining service-level agreements. The specialist applies standardized risk assessments based on sentiment-based triage triggers (e.g., abusive-language detection), legal exposure, safety considerations, and reputational impact, and assigns prioritization accordingly. The coordinator owns taxonomy updates and knowledge-base tagging and is responsible for balancing caseloads across ER specialists. Leveraging human-resources expertise, independent judgment, a sense of urgency, and a focus on confidentiality, the Employee Relations Intake Coordinator demonstrates critical thinking, effectively navigates ambiguity, challenges, and elevates urgent cases to Employee Relations leadership. This role plays a pivotal part in ensuring cases are assigned in a timely manner and that the most urgent matters are escalated appropriately, mitigating risk across the system. The coordinator is responsible for stakeholder coordination, serving as the single point of contact for ER, Legal, Compliance, Quality & Safety, and Security during critical incidents. In addition to monitoring all activity handled within the myHR case-management system, this role also monitors and drives timely updates for the MedStar Health committees, coordinating with Occupational Health, ER, and the committee chairpersons.

Primary Duties and Responsibilities

• Receive, log, and categorize every incoming ER case in the myHR platform, ensuring prompt, confidential handling.
• Monitor multi-channel queues (portal, hotline, email, chat) in real time to uphold all service-level agreements.
• Apply standardized risk assessments-leveraging sentiment triggers, legal exposure, safety, and reputational factors-to assign case priority.
• Route and rebalance caseloads across ER specialists to maintain equitable workloads and optimal resolution times.
• Maintain ER taxonomy and knowledge-base tags, ensuring accurate classification, searchability, and reporting.
• Escalate high-risk or time-sensitive cases to ER leadership with concise summaries and recommended next steps.
• Serve as the single point of contact for ER, Legal, Compliance, Quality & Safety, and Security during critical incidents.
• Track case progression within myHR, driving timely status updates and closure while ensuring documentation meets audit and legal standards.
• Prepare and deliver updates for MedStar Health committees, coordinating with Occupational Health, ER, and committee chairpersons.
• Exercise HR expertise, independent judgment, and urgency to navigate ambiguity, mitigate organizational risk, and preserve confidentiality.
• Provide trend reporting and insights to Employee Relations leadership to inform policy updates, training needs, or organizational interventions.
• May assist in developing and maintaining documentation templates, workflows, and knowledge base content to support Employee Relations operations.

Minimum Qualifications

Education

Experience

Licenses and Certifications

Knowledge, Skills, and Abilities

This position has a hiring range of $30.67 - $54.48