Responsibilities
- Oversee a portfolio of leave of absences, including short-term and long-term leaves, for employees in the US and Canada across multiple companies, following established leave procedures.
- Maintain up-to-date knowledge of state, federal, and various company leave policies, including FMLA, ADA, and short-term and long-term disability plans.
- Ensure employees understand their responsibilities and review eligibility, certification, and benefits.
- Communicate with third parties as needed while maintaining confidentiality of employee medical documents and files.
- Collaborate with key stakeholders such as employees, HR, payroll teams, managers, and HR Business Partners via phone and email.
- Keep accurate internal records of leave requests and document best practices.
- Work with internal payroll teams to ensure accurate and timely employee pay, including building and communicating clear payroll information.
- Partner with the internal claims management team to file and manage claims with state and private disability insurance providers.
- Use various tools to manage, communicate, and update all stages of a leave.
- Collaborate with the Customer Experience department to ensure consistent service and adapt to process improvements.
- Track key metrics such as Service Level Agreements and Customer Satisfaction.
- Participate actively in team meetings, providing feedback, solutions, and suggestions.
- Collect and share product feedback received during customer interactions.
- Evaluate the impact of each leave throughout its lifecycle.
- Implement process improvements to address inefficiencies and customer pain points.
- Provide and seek specific positive and negative feedback to support peer growth and development.
