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About the Role
Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies, fostering a healthier, happier, and more secure workforce. This role is responsible for collaborating with customers and clients to ensure timely, accurate Absence administration and payments, assisting with return-to-work needs, and communicating decisions and status updates. Service excellence and attention to detail are critical in this fast-paced role, which directly impacts employees' lives during important moments.
Responsibilities
- Manage a caseload of Absence cases including Paid Family Medical Leave (PFML), Family Medical Leave Act (FMLA), Company Paid Leave (CPL), and Americans with Disability Act of 1990 (ADA).
- Provide service excellence to GBS customers.
- Make determinations regarding customer eligibility within compliance timeframes.
- Manage assigned leaves by capturing medical information, managing certifications, applying provisions, following legal guidelines, and leveraging expert resources.
- Manage all requests within appropriate service and quality metrics and client performance guarantees.
- Support ongoing leave management, including extensions and reviewing additional information for updated claim decisions.
- Communicate effectively with claimants, employers, and medical professionals to gather information for leave applications and ongoing management.
- Initiate customer outreach to gather information and respond to inquiries within customer service protocols.
- Adhere to standard timeframes for processing mail, tasks, and outliers.
- Execute all customer performance guarantees.
- Work with clients and Vocational Rehabilitation Counselors to facilitate return to work (full-time or modified duty).
- Ensure execution of New York Life and Corporate Compliance, Policies, and Procedures.
- Participate in ongoing development through training associated with role and business unit objectives.
Requirements
- HS Diploma or GED required.
- Bachelor’s degree strongly preferred.
- 1 year minimum of professional experience strongly preferred.
- Proficiency with MS Office applications (Word, Outlook, Excel) is required.
- Strong critical, analytical, and investigative skills.
- Ability to gather information, analyze facts, and draw conclusions.
- Ability to work with a sense of urgency and be a self-starter with a customer-focus mindset.
- Effective interpersonal, written, and verbal communication skills.
- Technically savvy with the ability to toggle between multiple applications and/or computer monitors simultaneously.
- Excellent planning, time management, and organizational skills.
- Ability to manage multiple and changing priorities.
- Strong negotiation skills.
- Ability to build and maintain effective relationships.
- Experience administering FMLA and/or State Leaves is preferred.
- Knowledge of legal liability, insurance coverage, and medical terminology is preferred.
- Proven track record of successfully driving results in a complex matrix environment preferred.
Skills
- MS Office
- Critical thinking
- Analytical skills
- Investigative skills
- Communication skills
- Interpersonal skills
- Technical savviness
- Planning
- Time management
- Organizational skills
- Negotiation skills
- Relationship building
- FMLA administration
- State Leaves administration
Location
- Fully Remote
Work Type
- Fully Remote
Experience Level
- 1 year minimum of professional experience strongly preferred
Education Level
- HS Diploma or GED
- Bachelor’s degree strongly preferred
Salary/Compensations
- $37,000-$52,000
Benefits
- Full package of benefits
- Leave programs
- Adoption assistance
- Student loan repayment programs
About the Company
- Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies.
- Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most.
- At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions.
- Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation.
- We're proud that due to our mutuality, we operate in the best interests of our policy owners.
Equal Opportunity
- We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture.