Leave of Absence Specialist

UNC Health • Morrisville, NC

12d • $21 - $31 • Hybrid

About The Position

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve. Summary : The Leave of Absence Specialist is responsible for administering and managing all leave programs, including FMLA, short-term disability, long-term disability, parental leave, and other statutory and company-specific leaves. This role ensures compliance with federal and state regulations, provides exceptional teammate support, and partners with internal and external stakeholders to deliver a seamless leave experience. This is a high-volume, service-oriented role supporting the HR Customer Service Center, requiring the ability to manage multiple leave cases concurrently while meeting service-level expectations. The ideal candidate will have prior Human Resources experience, preferably in a shared services, call-center, or case-management environment, and be comfortable handling frequent teammate inquiries with accuracy, empathy, and efficiency.

Requirements

• Excellent organizational skills, strong attention to details, and process oriented.
• Excellent communication and interpersonal skills.
• Proficient with excel and possess the capabilities of being able to complete V-Lookups to obtain data when needed.
• Demonstrated ability to maintain a confidential work environment, including handling issues with discretion, and good judgement.
• Ability to manage workload and achieve results with minimal supervision.
• Bachelor's degree or equivalency as outlined under experience.
• If a Bachelor's degree: No prior experience required.
• If an Associate's degree: two (2) years of relevant experience.
• If a High School diploma or GED: Six (6) years of relevant experience.

Responsibilities

• Leave Administration : Administer and manage leave of absence programs in compliance with applicable laws and company policies.
• Process leave requests, track eligibility, and maintain accurate documentation.
• Coordinate with third-party administrators and insurance providers to ensure timely and accurate handling of claims.
• Initial Point of Contact: Act as the initial point of contact for Leave of Absence inquiries and provide in-depth information and services across the various stage of Leave of Absence process.
• First level for immediate support for callers in the Leave of Absence Phone queue, ensuring minimal wait times and efficient call resolution.
• Provide clear communication and guidance throughout the leave process, ensuring a positive teammate experience.
• ServiceNow Case Management : Responds to leave inquiries from teammates and leaders on leave eligibility, benefit plan eligibility, timesheets, and other general leave inquiries.
• Research and resolve operational leave cases promptly to support teammates.
• Collaboration and Communication : Collaborate closely with HR team members to resolve leave inquiries and provide comprehensive solutions to teammates.
• Provide guidance to HR Service Delivery Advisors and Benefit Specialists on leave processes and compliance requirements.
• Share best practices and offer feedback to improve team effectiveness.
• Data Management and Reporting : Prepare and work leave reports to ensure timely resolution of outstanding items and maintain data accuracy.
• Generate reports and review leave data to identify trends and opportunities for improvement.
• Exceptional Customer Service : Deliver professional, reliable, and exceptional teammate support to all inquiries, exhibiting a customer-centric approach and ensuring high satisfaction levels.
• Address inquiries promptly and effectively, demonstrating active listening and empathy.
• Process Improvement Evaluation : Identify areas for process improvement within leave administration.
• Collaborate with peers and management to implement changes that enhance efficiency and teammate experience.
• Project Management : Actively participates in projects designed to increase efficiency and promote teammate experience.
• Training Material Development : Develop training modules, SOP's, guides, and reference materials that cover Leave processes, policies, and customer service techniques.
• Open Enrollment : Assist and support Open Enrollment annually.
• Confidentiality and Data Security : Handle sensitive teammate information with the utmost confidentiality and adhere to data security protocols.
• Ensure compliance with data protection regulations and company policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level