Leave Of Absence Specialist - FT - Days - MSS

Memorial Healthcare

About The Position

The HR Shared Services Leave of Absence Specialist analyzes and answers escalated and complex HR inquiries and supports coordination of leave of absence programs, including those permitted by the Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), Memorial Healthcare System and state leave policies, and workplace accommodations. The specialist maintains records and provides consultative advice to ensure effective use of leave programs. The role educates managers and employees about leave types and related policies and procedures, completes system updates, analyzes report data, and seeks ways to use leave programs to engage and retain employees. The specialist maintains compliance with dedicated HR Shared Services processes, resolves complex cases, serves as a liaison and escalation point for local HR, Centers of Excellence and other stakeholders, and contributes to improving HR services and procedures. The role requires accurate and timely case resolution, sound prioritization, clear communication and documentation, and the ability to handle multiple issues in a fast-paced organization.

Requirements

High school diploma or equivalent.
Two years of experience in customer service and/or Human Resources, benefits, or a Shared Services role.
Strong customer service orientation and the ability to navigate complex conversations, identify needs and provide satisfactory solutions.
Strong organizational skills for tracking and documenting, with attention to detail.
Ability to work independently and as part of a team.
Effective judgment and sensitivity when interacting with callers and handling potentially difficult situations.
Ability to stay organized, shift priorities as needed, and manage multiple projects in a fast-paced organization.
Ability to handle stressful issues and interact courteously and professionally with all organizational levels.
Ability to solve problems independently or recognize when escalation is appropriate.

Nice To Haves

Associate degree.

Responsibilities

Maintain compliance requirements for dedicated HR Shared Services processes.
Respond to and resolve escalated cases involving complex HR scenarios, documenting and escalating cases through the appropriate processes.
Act as a liaison and escalation point with local HR, Centers of Excellence and other key stakeholders.
Contribute to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction and achieve results.
Troubleshoot and resolve issues and recommend process improvements.
Ensure efficient and accurate case resolution within the Shared Services team.
Educate HR Shared Services employees to build knowledge and support first-call resolution at Tier 1.
Research and resolve problems in a timely manner while managing multiple issues and prioritizing urgent requests.
Diagnose problems and lead their correction through communication and documentation.
Coordinate leave of absence programs and workplace accommodations, maintain records, advise on effective use of leave programs, educate managers and employees about leave policies and procedures, complete system updates, and analyze report data.