Absence Management Specialist (Call Center)

OneSource Virtual

2d•Remote

About The Position

This is a call center environment and the shift is 9am to 6pm Central. The Absence Management Specialist role serves as the primary point of contact supporting employee inquiries on US and Canada federal, state and provincial leaves, military and company leaves. Support will be provided over the phone, email and the leave platform. Specialists will be expected to exercise independent judgement and problem-solving skills to address inquiries regarding leave plans and processes accurately and in a timely manner. The role provides assistance throughout the US and Canadian leave life cycle, from the initial request for leave, advising employees on eligible leave types, ensuring receipt of relevant documentation, leave determination in accordance with the relevant policy, monitoring leave duration, providing timely and accurate responses, and escalating as appropriate.

Requirements

3+ years demonstrated Leave of Absence case management experience required.
Knowledge and experience managing US federal and state leave laws and ADA.
Knowledge and experience managing Canada federal and provincial leave laws.
Experience with customer service technologies (telephony, email, case management) required.
Ability to identify and resolve problems in a timely manner; appropriately gather and analyze information and apply creative talents to problem solving.
Able to quickly and accurately research issues and propose appropriate leave recommendations.
Excellent customer service and communication skills to answer questions tactfully and resolve difficult situations with customer employees.
Demonstrated organizational skills including ability to prioritize workload, balance conflicting priorities, and attention to detail.
Preserves confidentiality of employee medical documentation with an understanding of HIPAA requirements.
Demonstrated critical thinking, strong attention to detail, and problem-solving skills.
Curious-minded, self-motivated, and results-oriented with the ability to be proactive and take initiative.
Customer-focused.
Effective and clear communication skills via telephone and email.
Proficient in Microsoft Office Suite (Outlook, Word, Excel)

Nice To Haves

Prior HR service center experience preferred.
Experience with Workday preferred.
Experience with AbsenceTracker leave platform preferred.
Certified Leave Management Specialist (CLMS) certification a plus
Self-directed management of work and results
Flexible in a changing environment
Workday leave of absence experience a plus

Responsibilities

Acts as the primary point of contact for all leave of absence requests, assisting employees with leave questions, guiding them through the process, and problem-solving triage.
Handle the leave administration process from the initial notice of the need for leave to the return to work.
Complete eligibility decisions during intake, and gather pertinent data when necessary from the employee, Workday, and AbsenceTracker.
Review leave of absence documentation for accuracy and completeness, and process according to established procedures, including sending required notices and eligibility letters.
Approve or deny requests for leaves of absence based on guidelines and company policies.
Perform leave follow-ups as required, including recertification of health condition, intermittent and concurrent leave tracking.
Manage the return to work process and support coordination of the return to work with accommodations with customer HR.
Provide top quality customer service and guidance to the customer's employees, managers, and HR, regarding leave of absence cases.