Establishes and administers assigned caseload of multi-faceted and advanced complexity LOA and/or workplace accommodation cases and escalates as needed; performs end-to-end case management in compliance with federal, state, and provincial regulations and Company policy; assesses facts and documentation of each case and makes timely and appropriate case decisions; communicates decisions and on-going expectations with employees, site management, and Employee Experience (HR); tracks and codes case information in accordance with internal workflow processes and standard operating procedures (SOPs).
- Engages in the interactive process with employees in accordance with US and Canadian disability and leave laws; provides support and guidance while performing activities related to temporary and permanent accommodation case management; develops transitional work assignments and/or long-term, permanent accommodations within the position based on restrictions and available job tasks; communicates the transitional work assignment or accommodation plans to employee and all stakeholders.
- Investigates employee reports of workplace illness or injury; files Workers Compensation (WC) claims and partners with the claim's administration vendor, as needed; manages multi-faceted and advanced complexity LOA and/or RTW cases concurrent with WC through case closure and escalates as needed; acts as a third-party liaison for employees, site management, and Employee Experience (HR) concerning all LOA and/or RTW activities related to WC claims.
- Manages return-to-work (RTW) process; reviews medical documentation and provides guidance and direction to site management and Employee Experience (HR) on returning employees to work and escalates as needed.
- Conducts ergonomic assessments of employees work area set-up, provides effective and detailed documentation of findings, and makes recommendations for equipment; sources and secures identified equipment through the procurement process.
- Serves as the primary contact for phone, email, and mail communications with employees, site management, and Employee Experience (HR); provides education and support to employees, site management, Employee Experience (HR) on complicated aspects of the RTW, accommodation and complex case processes.
- Counsels employees regarding benefits, rights and responsibilities and other issues when being placed on or returning from a leave of absence and/or implementing workplace accommodations.
- Maintains accurate records of employee requests and ongoing case management to ensure the Company remains in full regulatory compliance; utilizes case management platform (AbsenceSoft) and provided tools and resources to effectively administer cases and maintain compliance with federal, state, and provincial laws and Company policies.
- Advises the Leaves and Accommodation (L&A) team management of observed trends, unanswered requests, potential problems, or critical issues to troubleshoot problem areas before they escalate and interfere with benefits efforts
- Attends and participates in team meetings, one on one meetings, and case-specific conferences; takes part in case roundtables and discussions to facilitate case resolutions.
- Maintains a thorough understanding of Company leaves of absence and workplace accommodation policies and procedures; Stays up-to-date with changes in leaves of absence, workplace accommodation, and related laws for the US and Canada including, but not limited to the Family and Medical Leave Act (FMLA), the Americans with Disabilities Act (ADA/ADAAA), the Health Insurance Portability and Accountability Act (HIPAA), the Uniformed Services Employment and Reemployment Rights Act (USERRA), applicable state or provincial Workers Compensation regulations, and health/safety guidelines of the U.S. Occupational Safety and Health Administration (OSHA) and the Canadian Occupational Health and Safety Agency (OHSA) to ensure continued compliance.
Working knowledge and understanding of US and Canadian leave laws including ADA, EEOC, FMLA, HIPAA, and other applicable legislation.
- Broad understanding of all areas within Employee Experience, Workers Compensation, Leave Administration, and Safety protocols.
- Comprehensive knowledge of common medical terminology, conditions, etc. related to reviewing medical documentation and making decisions related to leaves of absence and workplace accommodation requests.
- Demonstrated expertise in administering leaves of absence and workplace accommodations for US and Canadian employee populations. Experience using case management systems/platforms.
- Advanced verbal, written and interpersonal communication skills. Ability to build sustainable working relationships throughout the organization.
Ability to provide a superior level of customer service to employees, timely conflict resolution, and sound judgment in triaging and escalating issues. Demonstrated actively listening skills and empathy in understanding employees unique needs.
- Strong capacity for operating in a flexible, dynamic environment where creative thinking is required.
- Creative problem-solver with strong attention to detail, organization, and follow-up skills.
- Advanced analytical, interpretive, and decision-making skills. Resourcefulness when facing unfamiliar requests by proactively determining next steps towards resolution.
- Strong organizational skills; ability to handle multiple priorities simultaneously; ability to meet established deadlines.
- Clear and conceptual thinking ability. Tolerance for ambiguity. Ability to translate meaning, identify issues, and make process improvement recommendations.
- Excellent judgment and discretion; ability to maintain strict confidentiality.
Self-motivated with the ability to multi-task in a fast-paced environment.
- Ability to perform regular and complex functions of the position with limited supervision.
- Demonstrated ability to solicit constructive feedback and insights from managers and proactively incorporate suggestions into continuous improvement of work.
- Ability to meet or exceed performance competencies.
- Ability to work in a team environment.
- PC literate, including Microsoft Office products; large HRIS system (Oracle/EIS technology) experience preferred.
- Intermediate Excel skills.
- Ability to excel in a remote/work-at-home or office environment.
