Benefit & Leave Specialist

Job Description

Job Description

Department: Special Services
Employment Type: Full-Time

About TouchCare

TouchCare is redefining how employees experience healthcare. As a leading healthcare advocacy and navigation company, we combine innovative technology with personalized, white-glove support to help members confidently navigate every aspect of the healthcare journey. Whether they're finding the right provider, understanding benefits, resolving claims, or managing complex healthcare needs, our team is there every step of the way.

Headquartered in Stamford, Connecticut, with offices in Shrewsbury, New Jersey, TouchCare partners with employers across the country to provide a concierge healthcare benefit that improves employee experience, reduces healthcare complexity, and delivers better outcomes through expert guidance and compassionate service.

The Position - Benefit & Leave Specialist

TouchCare's Leave & Benefits Specialists serve as the dedicated point of contact for employees navigating a leave of absence. Whether someone is preparing for the birth of a child, recovering from surgery, caring for a family member, or managing their own serious health condition, our goal is to make the leave process as simple and stress-free as possible.

As a member of our Special Services Team, you'll build meaningful relationships with employees by guiding them through every step of their leave journey. You'll educate employees on available leave options, assist them with filing disability and paid leave claims, provide the appropriate paperwork, explain documentation requirements and deadlines, and serve as an advocate throughout the process.

Beyond supporting employees, you'll work closely with healthcare providers, insurance carriers, and employer HR teams to coordinate leave approvals, obtain required documentation, answer questions, and ensure everyone involved has the information they need.

Because TouchCare partners with employers across the country, you'll support employees from many different organizations—each with its own leave policies, benefit programs, and reporting requirements. Success in this role requires someone who enjoys learning, can quickly adapt to different client policies, and is comfortable balancing multiple cases while maintaining exceptional attention to detail.

Throughout each leave, you'll communicate regularly with employees by phone, email, and other communication platforms, providing updates, answering questions, and helping resolve challenges that may arise. You'll also provide timely and accurate status updates to employer clients while maintaining confidentiality and ensuring compliance with applicable federal and state leave laws and HIPAA privacy standards.

No two days are the same. You'll solve problems, support members through challenging situations, and work alongside an experienced team that's passionate about making a meaningful difference.

This role is much more than processing paperwork—it's about advocating for employees during some of the most important moments in their lives. You'll become a trusted resource, helping individuals understand their benefits, navigate complex leave programs, and feel supported from the day they request leave until they successfully return to work.

• Manage a caseload of leave of absence requests from initial intake through return to work, for multiple employer groups.
• Serve as a trusted point of contact for members, providing compassionate guidance throughout the leave process.
• Educate members on federal, state, and employer leave programs, including:
• Family and Medical Leave Act (FMLA)
• Americans with Disabilities Act (ADA)
• Paid Family & Medical Leave
• Short-Term Disability
• Employer-specific leave policies
• Coordinate with insurance carriers, healthcare providers, employers, and HR teams to facilitate leave administration.
• Review medical certifications and supporting documentation for completeness.
• Communicate leave status updates and reporting to employer clients while maintaining strict confidentiality and HIPAA compliance.
• Document all case activity accurately and thoroughly.
• Monitor leave timelines, deadlines, and required follow-up actions.
• Partner with internal leadership to resolve complex member situations.
• Deliver exceptional customer service through proactive communication, empathy, and professionalism.
• Provide support during our clients Open Enrollment period by performing benefit consultations.
• Assisting with Ancillary Claim submissions such as hospital indemnity, critical illness, accident, etc.
• Identify needs and support transitions to other areas of TouchCare's Member Services team, when needs are identified relating to care coordination, navigation, appointment scheduling, billing/claims assistance - and more.
• Attend Client meetings (from time to time) to answer questions and discuss leave status of members.

We're less concerned with checking every box and more interested in finding someone who genuinely enjoys helping others and is eager to learn.

Preferred Qualifications

• Bachelor's Degree preferred.
• 2+ years experience in healthcare, employee benefits, human resources, insurance, customer service, or leave administration is preferred.
• Previous leave of absence experience is preferred.
• Strong communication skills, both written and verbal.
• Excellent organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and strong problem-solving abilities.
• Comfortable learning new technology and working across multiple systems.
• Ability to handle confidential and sensitive information with professionalism.

• Compassionate and enjoy helping people through difficult situations.
• Naturally organized and detail-oriented.
• Curious and enjoy learning new things.
• Calm under pressure.
• A team player who also works well independently.
• Accountable, dependable, and proactive.
• Someone who enjoys building relationships and providing outstanding service.

At TouchCare, you'll join a collaborative team that values compassion, innovation, and continuous learning. We invest in our employees and provide opportunities to grow your career while making a real impact in people's lives.

• Comprehensive medical, dental, and vision benefits
• Generous Paid Time Off
• Company-paid holidays
• Ongoing training and professional development
• Supportive and collaborative team culture
• Opportunities for career growth within a rapidly expanding organization