About this role
Leave Case Manager assists claimants with paid leave of absence requests and guides them through the leave process. The role processes leave paperwork according to established procedures and laws and provides timely, accurate responses to associates and management.
Key Responsibilities
- Assist claimants with paid leave of absence requests
- Process leave of absence paperwork according to established procedures and laws
- Provide timely and accurate responses to associates and management
- Make timely, accurate, customer-focused absence management claim decisions
- Prioritize and escalate customer issues while communicating status and concerns
Technical Overview
This role is centered on absence and leave case processing with a strong compliance focus on state and federal FMLA regulations. It requires interpreting multiple facts from cases and making customer-focused leave/absence claim decisions, including follow-up with relevant healthcare providers and employers when needed.
Ideal Candidate
The ideal candidate is an entry-level Leave Case Manager with 1-2 years of professional job-related experience and strong customer service skills. They understand absence management and can interpret and apply state and federal FMLA regulations while processing leave paperwork and making customer-focused leave/absence decisions. They communicate clearly under stressful, time-sensitive situations and can prioritize and escalate issues appropriately.
Must-Have Skills
Current knowledge of the absence management industry.Excellent customer service skills and ability to manage difficult and stressful situations.Strong communication skills - writtenverbalpersuasionmotivationfacilitation of strong working relationships.Ability to manage business expectations and resolve concernsby communicating status and issues.Ability to effectively prioritize and escalate customer issues.Ability to interpret and analyze multiple facts.Knowledge of state and federal FMLA regulations; Paid Family and Medical Leave experience a plus.Strong organizational skills.Ability to work in a team environment.High School Diploma or Equivalent1 - 2 years of professional job-related experience
Nice-to-Have Skills
Paid Family and Medical Leave experienceKnowledge of medical disability management
Required Skills
absence management industry knowledgecustomer servicecommunication (writtenverbalpersuasionmotivationfacilitation)manage business expectationsresolve concernsstatus and issues communicationprioritizeescalate customer issuesinterpret and analyze multiple factsFMLApaid family and medical leavemedical disability managementorganizational skillsteamworkpaid leave of absence requestsprocess leave of absence paperworkcustomer-focused claim decisions
Hard Skills
absence management industry knowledgecustomer servicemanaging difficult and stressful situationscommunication (writtenverbal)persuasionmotivationfacilitation of strong working relationshipsprioritizing issuesescalating customer issuesinterpret and analyze multiple factsstate and federal FMLA regulationsPaid Family and Medical Leave experiencemedical disability managementorganizational skillsabsence management claim processingpaid leave of absence requestsprocessing leave of absence paperwork according to established procedures and lawscustomer-focused claim decisionshealthcare provider outreachassociate and management communicationsclaims decisions
Soft Skills
excellent customer service skillsability to manage difficult and stressful situationsstrong communication skillsability to manage business expectationsresolve concernscommunicating status and issuesteamworkinterpersonal skillsability to meet or exceed performance competencies
Keywords for Your Resume
Leave Case Managerabsence managementabsence management industrypaid leave of absence requestsleave of absence paperworkFMLAFamily and Medical Leave ActPaid Family and Medical Leavemedical disability managementcustomer serviceprioritizeescalate customer issuesinterpret and analyze multiple factswritten communicationverbal communicationpersuasionmotivationfacilitation of working relationshipsteam environmentHigh School Diploma or Equivalent1 - 2 years of professional job-related experienceassists claimants
Deal Breakers
High School Diploma or Equivalent, 1 - 2 years of professional job-related experience, Knowledge of state and federal FMLA regulations
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