Introduction to Amazon and the Disability Leave Services Team
At Amazon, we are driven by a relentless passion to be the most customer-centric company on earth. Every day is still day one, and we are constantly striving to innovate and improve. The Disability Leave Services (DLS) team is a critical part of this mission, delivering leave of absence, disability, and accommodation services to Amazon employees, applicants, job seekers, and candidates globally. As a Leave of Absence Case Manager, Time Away Operations, you will play a vital role in building a best-in-class professional services program that supports the well-being and success of our employees.
Job Overview
The Leave of Absence Case Manager, Time Away Operations, is a remote position that offers an immediate start for the right candidate. This role requires a strong and diverse skillset in relevant areas, including case management, benefits administration, and customer service. As a Case Manager, you will be responsible for providing holistic case management services to assigned employees, including reviewing medical documentation, adjudicating leaves, and ensuring compliance with federal and state laws and benefit plans. You will be the single point of contact for an employee throughout an entire leave of absence or disability event, and you will work closely with various stakeholders, including employees, managers, and third-party administrators.
Key Responsibilities
- Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees
- Serve as a point of contact for assigned employees (150-200 employee cases) to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws, and benefit plans as defined by Amazon
- Leverage duration guidelines, best practice tools, and Amazon resources to support oversight of a leave event as appropriate
- Critically assess and adjust the case management plan to an employee's changing needs
- Address and respond to sensitive situations
- Troubleshoot issues and seek to remove barriers before, during, or after a leave event
- Respond to employee-impacting issues that may arise during the leave event and ensure the right communication occurs
- Identify and solve problems that may arise, 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 prior to being off or returning back to work
- Communicate regular updates to employees and stakeholders both verbally and in writing
- Ensure compliance with standard work, federal/state regulations, and company policy
- Maintain system records to ensure accurate and timely information/documentation
- Consult, coordinate, and partner with our third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members, and other departments/systems as appropriate
- Flexibility to work nights and weekends
Essential Qualifications
To be successful in this role, you will need to have:
- 1+ years of Microsoft Office products and applications experience
- Bachelor's degree in business, HR, or a related field, or High school or equivalent and 1+ years of case management experience
- Bachelor's degree or 5+ years of professional or military experience. 6+ years of work experience will qualify in lieu of a Bachelor's degree.
- 6+ months of experience as a DLS case manager supporting US Pregnancy and Parental Leaves or US Workers' Compensation Leaves.
- 1+ year of experience in Human Resources or customer service in a leave and/or disability field.
- Experience in MS Word, Excel, Access, Outlook, and PowerPoint
Preferred Qualifications
While not required, the following qualifications are preferred:
- 2+ years of related experience in a leave of absence and/or disability claim management role
- Knowledge of federal or state Leave and Disability regulations, specifically ADA/ADAAA and FMLA
- Experience working multiple projects or cases independently in an environment with changing priorities
- Experience working with confidential information
- SPHR, PHR, or CPDM certifications, or equivalent
- Experience providing case management services for a large, multi-state employer or on behalf of a carrier/TPA with clients in multiple states
- Experience with global service and employee delivery
- Strong problem-solving, time management, and priority setting skills
- Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong problem-solving and analytical skills
- Ability to maintain confidentiality and handle sensitive information
- Strong organizational and time management skills
- Ability to adapt to changing priorities and deadlines
- Strong customer service skills and ability to provide excellent service to employees and stakeholders
Career Growth Opportunities and Learning Benefits
At Amazon, we are committed to the growth and development of our employees. As a Leave of Absence Case Manager, Time Away Operations, you will have access to a range of training and development opportunities, including:
- Comprehensive training program to develop your skills and knowledge in case management and benefits administration
- Ongoing coaching and feedback to support your growth and development
- Opportunities to work on complex and challenging cases, developing your problem-solving and analytical skills
- Collaboration with experienced professionals in the field, providing opportunities for learning and growth
- Access to a range of career development resources, including training programs, mentorship, and career coaching
Work Environment and Company Culture
At Amazon, we are proud of our unique and dynamic company culture. As a Leave of Absence Case Manager, Time Away Operations, you will be part of a team that is passionate about delivering exceptional customer service and supporting the well-being and success of our employees. You will work in a fast-paced and collaborative environment, with a range of opportunities to develop your skills and knowledge.
Our company culture is built around a set of core values, including customer obsession, ownership, inventiveness, and frugality. We are a company that is always looking to innovate and improve, and we are committed to creating a work environment that is inclusive, diverse, and supportive of all employees.
Compensation, Perks, and Benefits
As a Leave of Absence Case Manager, Time Away Operations, you will be eligible for a range of compensation, perks, and benefits, including:
- Competitive salary and bonus structure
- Comprehensive benefits package, including medical, dental, and vision coverage
- 401(k) plan with company match
- Flexible work arrangements, including remote work options
- Access to a range of employee discounts and perks, including discounts on Amazon products and services
- Opportunities for career growth and development, including training and development programs
Conclusion
If you are a motivated and experienced case management professional looking for a new challenge, we encourage you to apply for the Leave of Absence Case Manager, Time Away Operations role. This is a fantastic opportunity to join a dynamic and growing team, and to develop your skills and knowledge in a fast-paced and collaborative environment. With a range of career growth opportunities and learning benefits, this role is ideal for someone who is looking to take their career to the next level.
So why wait? Apply today to join our team and start your journey as a Leave of Absence Case Manager, Time Away Operations. We look forward to hearing from you!
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