description:
job title: employee success associate
reports to: operations manager
flsa status: non-exempt
learn about gold standard service delivery while focusing primarily on the simplest leave types.
job duties and essential functions:
- administer a full workload of leaves of absence and ada claims for multiple clients, per client policies, while adhering to federal and state leave law regulations.
- leave administration includes, but is not limited to, confirming leave eligibility, reviewing medical documentation, communicating with healthcare providers, client employees and members of the hr team, and confirming return-to-work.
- ada administration includes, but is not limited to, engaging in the interactive discussion process on behalf of the client, documenting the process, seeking clarification as necessary, and acting as a resource for a client as they assess the request for accommodations on a case-by-case basis.
- provide excellent customer service by answering phones, responding to emails, and communicating effectively with clients' employees in a timely manner - answering questions regarding leave entitlement, client policies, and benefits.
- coordinate effectively with claim specialists to ensure that employee claims are adjudicated timely and accurately.
- draft and send letters to employees regarding leave entitlement, disability benefits, and/or the interactive discussion process.
- when applicable, initiate return-to-work accommodations while adhering to relevant federal regulations.
- maintain high quality employee leave and ada files according to set standards and naming conventions.
- able to take on additional work with short notice (e.g. client needs to be taken over on short notice due to business needs).
- when required, coordinate between short-term disability insurance carriers, worker's compensation insurance providers, and the employee.
- participate in client meetings, company-wide off-site meetings, and training programs which may require some infrequent travel.
- available to back up multiple accounts.
- perform other duties as assigned in order to meet business needs.
- expected to work 40 hours per week.
- expected to report to the office 2 days per month.
- expected to be a self-starter who can work independently, take initiative, actively participate in team discussions and collaborate effectively while working in a remote-first environment.
perform above duties between regular business hours:
- california: monday to friday, 8am to 5pm (pst)
- georgia: monday to friday, 8am to 5pm (est)
- arizona: monday to friday, 8am to 5pm (mst)
requirements:
- a four-year college degree or a professional certification in a similar or related field.
- a passion for excellent customer service.
- ability to prioritize tasks and focus on the most important ones.
- ability to communicate effectively with colleagues, leadership, clients, and employees.
- have a system for keeping track of work to ensure that the work is done on time and accurately.
- ability to identify and solve problems quickly and efficiently.
- willing to learn and take on new challenges.
- takes the initiative to understand the why behind things.
- receptive to feedback and embraces continuous improvement.
- planning ahead, managing time well, being on time, and thinking of better ways to do things.
- being helpful, respectful, approachable and team-oriented, building strong working relationships and contributing to a positive work environment.
- excellent follow through and common sense.
- excellent attention to detail.
- proficient typing and strong knowledge of ms word.
- strong organizational, quantitative, and verbal/written communications skills.
- ability to comprehend a variety of informational documents including, but not limited to, disability plan documents and client leave policies.
- ability to comprehend and interpret a variety of reference books and manuals including administrative manual, personnel policies, and state and federal regulations.
- ability to keep abreast of any changes in law, policy, methods, procedures, etc. as they pertain to clients.
compensation details: 0 yearly salary
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