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UnityPoint Health HR Shared Services Specialist in Des Moines, Iowa

The HR Shared Services Specialist is responsible for first-line HR support for all UnityPoint Health regions. This position will respond and resolve tier 1 phone and case inquiries from employees, managers, retirees, human resources (HR) and third parties, in regard to HR policy, payroll, benefit eligibility/enrollment, leaves administration, HRIS systems and other matters that occur during the employment life cycle.

Customer Service

  • Answer and respond to incoming phone calls in adherence with AskHR protocol and service standards. May respond to cases through case management software, web chat, etc. and make outbound calls as assigned.

  • Provide assistance to managers and employees with time-sensitive requests, such as timecards, HRIS (Lawson) navigation, etc.

  • Provide first-level assistance to managers and employees with HRIS self-service tools.

  • Assists employees and managers in all stages of the employee life cycle (onboarding, job changes, retirement, etc.), and able to provide reference to various company policies and procedures regarding a variety of situations.

  • Serve as a first contact to answer employee questions about company correspondence and clarify any company communications and policies

Departmental Support

  • Initiate contact or makes referrals to the appropriate resource for situations that require specific attention or on behalf of other HR Centers of Excellence (CoE).

  • Participate in and share expertise during team meetings and training sessions.

  • Advocates for employees and facilitates escalated inquiries with HR Business Partner or Centers of Excellence as needed.

  • Assist in the expansion of self-service tools


  • Conduct routine research to resolve submitted cases by clarifying company policy/practice or regulations. May assist with more complex research as assigned.

  • Determines and addresses any unstated needs and anticipates additional considerations and questions. Recognizes when escalation of a situation is necessary

Associate’s degree in HR, business, or technology (or applicable work experience).

Bachelor’s degree in HR, business, or technology (or applicable work experience).

Two years in customer service, HR or IT experience.

Requisition ID: 2020-82880

Street: 6100 Thornton Ave

Name: 9010 Administration

Name: Human Resources - AskHR

FLSA Status: Non-Exempt

Scheduled Hours/Shift: Monday - Friday, 8am - 5pm

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