Case Manager, MLOA

Role Description

This is a contractual role for 12 months. The DLS Case Manager provides case management for all types of leave of absence and disability life events. The DLS Case Manager is highly skilled in answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience. Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event. This is an individual contribution (IC) role with no direct reports.

• 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 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
• Other duties as assigned

Qualifications

• Bachelor's degree in Human Resources Management, Business Administration or a related field
• Experience in customer-facing roles
• Experience in Human Resources, Claim Management or Leave & Disability management roles
• Experience in English and Spanish language communication skills, both written and verbal
• Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
• Experience handling ambiguous or undefined challenges through strong problem solving abilities
• Knowledge of employment law and HR policies and procedures
• Knowledge of HRIS or Applicant Tracking Systems are preferred
• Experience working in multicultural or bilingual environments

Requirements

• Work safely and cooperatively with other employees, supervisors, and staff
• Adhere to standards of excellence despite stressful conditions
• Communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service
• Follow all federal, state, and local laws and Company policies
• Exhibit trustworthiness and professionalism
• Safeguard business operations and the Company’s reputation

Company Description

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.