LOA Call Service Representative

Aston Carter•Salt Lake City, UT

10d•$23 - $23•Remote

About The Position

The Leave of Absence (LOA) Case Manager provides comprehensive case management services for various leave of absence and disability life events. As a single point of contact, the LOA Case Manager assists employees throughout their leave or disability events, ensuring a seamless and trustworthy experience.

Requirements

1+ years of experience as a case manager using case management systems.
6+ years of experience in lieu of a Bachelor's degree.
2+ years of experience in Human Resources or customer service in a leave/disability field.
Proficient in MS Word, Excel, Access, Outlook, and PowerPoint.
Strong customer service focus with high standards.
Excellent verbal and written communication skills.
Excellent organizational and time management skills.
Strong technical skills with computer aptitude, including learning new systems.
Ability to prioritize, manage, and complete work with tight deadlines.

Nice To Haves

Knowledge of federal or state Leave and Disability regulations, specifically ADA/ADAAA and FMLA.
Experience working with confidential information.
Experience providing case management services for a large, multi-state employer.
Experience providing guidance on leave of absence, disability plans, accommodations, and employee matters.

Responsibilities

Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees.
Serve as a point of contact for 150-200 assigned employees to provide holistic case management services, including reviewing medical documentation and adjudicating leaves in compliance with leave plans, federal and state laws, and organizational policies.
Utilize duration guidelines, best practice tools, and resources to oversee leave events effectively.
Critically assess and adjust case management plans according to employee's changing needs.
Address and respond to sensitive situations, troubleshoot issues, and remove barriers before, during, or after a leave event.
Respond to employee-impacting issues and ensure appropriate communication occurs.
Identify and solve problems, sometimes with limited information.
Facilitate a smooth return-to-work and ramp-back plan for employees returning to the workplace.
Educate managers and business partners on employee concerns and needs.
Communicate regular updates to employees and stakeholders both verbally and in writing.
Ensure compliance with standard work, federal/state regulations, and company policies.
Maintain system records to ensure accurate and timely information/documentation.
Consult, coordinate, and partner with third-party administrators, HR, Safety, Legal, Payroll, Benefits, and other departments as appropriate.