Human Resources Generalist - Operations Specialist

The HR Operations Specialist is the operational backbone of the Human Resources function, serving as the first point of contact for employee and manager inquiries and the owner of high-volume HR compliance and transactional work. Supporting approximately 3,000 employees across multiple sites and a distributed remote population, this role ensures that every inquiry reaches the right resource quickly and that employment eligibility, recordkeeping, and data-entry obligations are completed accurately and on time.

This is a process- and accuracy-driven role rather than an advisory one. The HR Operations Specialist triages incoming requests and routes them to the appropriate HR Business Partner or specialist team, rather than investigating or resolving employee relations matters directly. By absorbing intake, compliance, and administrative workload, this position enables the HR Business Partner team to focus on engagement, retention, and leadership development.

• Monitor the shared HR inbox, case management queue, and HR service request channels throughout the business day, ensuring all inquiries are acknowledged within established service-level targets.
• Review, categorize, and prioritize incoming employee and manager inquiries; assign each to the appropriate HR Business Partner, specialist team, or third-party administrator based on documented routing rules.
• Recognize time-sensitive or high-sensitivity matters — including allegations of harassment, discrimination, retaliation, or safety concerns — and escalate immediately to HR leadership without attempting to resolve or investigate.
• Resolve routine, policy-clear inquiries directly using approved reference materials and standard responses; refer anything requiring interpretation or judgment to an HR Business Partner.
• Track case assignment, aging, and closure in the case management system; produce weekly queue and volume reports for HR leadership.
• Maintain and recommend updates to intake routing rules, response templates, and the HR knowledge base as policies and processes change.
• Own the Form I-9 process end to end: complete Section 2 accurately and within the three-business-day federal deadline for all new hires, including remote employees using authorized representatives or approved alternative procedures.
• Manage E-Verify case creation, response handling, and case closure in accordance with federal program requirements, including timely handling of Tentative Nonconfirmations.
• Track and complete Form I-9 reverifications in advance of employment authorization expiration dates; maintain a forward-looking reverification calendar.
• Conduct periodic internal Form I-9 self-audits, document findings, and complete permissible corrections in accordance with federal guidance.
• Support employment verification requests, unemployment claim documentation, and subpoena or records requests under the direction of HR leadership.
• Maintain accurate, confidential, and complete personnel files and HR records in compliance with federal, state, and company retention requirements.
• Serve as the onsite HR point of contact for the Tempe, AZ location, supporting employee walk-in questions and directing employees to the correct resource.

• Associate's degree in Human Resources, Business Administration, or a related field, or equivalent combination of education and directly relevant experience.
• Minimum two (2) years of HR administrative, coordinator, or HR operations experience.
• Demonstrated hands-on experience completing Form I-9 and using E-Verify, including familiarity with federal deadlines, retention requirements, and reverification obligations.
• Proven ability to manage high-volume transactional work with a high degree of accuracy and attention to detail.
• Experience working in an HRIS and a ticketing or case management system.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Strong written and verbal communication skills, with a service-oriented approach to employee inquiries.
• Demonstrated discretion in handling confidential and sensitive employee information.
• Sound judgment in recognizing when a matter exceeds the scope of the role and must be escalated.
• Ability to work onsite in Tempe, AZ five (5) days per week.

Preferred

• Experience in a contact center, BPO, healthcare services, or other high-volume hourly workforce environment.
• Experience supporting an employee population of 1,000 or more, including remote employees across multiple states.
• Experience completing internal Form I-9 self-audits or supporting an external audit.
• SHRM-CP or PHR certification, or active progress toward certification.

Competencies:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through with commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire