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About the Role
As an Integrated Absence Manager, you will manage a caseload of concurrent cases (paid/unpaid leave and Short-Term disability plans), handling all aspects of an employee’s absence. This role involves conducting investigations, determining eligibility, administering absences, and communicating decisions. You will collaborate with customers, healthcare providers, and clients to ensure timely and accurate absence administration and payments, and assist with return-to-work needs.
Responsibilities
- Manage a caseload of Absence cases including Short-Term Disability (STD), 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.
- Review assigned cases, verifying eligibility, capturing medical information, applying contractual provisions, and following legal guidelines.
- Leverage expert resources to support case management.
- Evaluate information to make claim and leave determinations within compliance guidelines.
- Pay all covered claims accurately and timely.
- Coordinate multiple leave and disability plans using integrated technology.
- Support ongoing claim management, including extensions and reviewing additional information.
- Communicate effectively with claimants, employers, and medical professionals verbally and in writing.
- Respond to telephonic and email inquiries within customer service protocols.
- Adhere to standard timeframes for processing mail, tasks, and outliers.
- Execute all customer performance guarantees.
- Document clear absence notes in the system.
- Work proactively with clients and Vocational Rehabilitation Counselors to facilitate return to work.
- Network with customers and physicians to medically manage claims.
- Ensure execution of New York Life and Corporate Compliance, Policies and Procedures and best practices.
- Engage in ongoing development through training associated with role and business unit objectives.
Requirements
- HS Diploma or GED required.
- Bachelor’s degree strongly preferred.
- 2+ years’ experience administering Disability strongly preferred.
- Experience administering FMLA and/or State Leaves experience strongly preferred.
- Proficiency with MS Office applications is required (Word, Outlook, Excel).
- Must be technically savvy with the ability to toggle between multiple applications and/or computer monitors simultaneously.
- Strong critical thinking, analytical, and investigative skills.
- Ability to gather information, analyze facts, and draw conclusions.
- Ability to understand complex absence scenarios and apply them to work.
- Ability to work with a bias for action and be a self-starter with a customer-focus mindset.
- Effective interpersonal, written, and verbal communication skills.
- Ability to articulate complex claim scenarios and translate them to easily understandable for customers and clients.
- Attention to detail is critical.
- Excellent planning, time management and organizational skills.
- Ability to manage multiple and changing priorities.
- Strong negotiation skills.
- Must be able to work with urgency.
- Ability to build and maintain effective relationships.
- Knowledge of legal liability, insurance coverage and medical terminology is helpful.
- A proven track record of successfully driving results in a complex matrix environment is required.
- Ability to work well under pressure.
Skills
- Disability administration
- FMLA administration
- State Leaves administration
- MS Office proficiency
- Technical savviness
- Critical thinking
- Analytical skills
- Investigative skills
- Interpersonal skills
- Written communication
- Verbal communication
- Attention to detail
- Planning
- Time management
- Organizational skills
- Negotiation skills
- Relationship building
Location
- Fully Remote
Work Type
- Fully Remote
Experience Level
- 2+ years’ experience administering Disability strongly preferred
- Experience administering FMLA and/or State Leaves experience strongly preferred
Education Level
- HS Diploma or GED required
- Bachelor’s degree strongly preferred
Salary/Compensations
- $50,000-$65,000
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.
- We provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions.
- New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation.
- We are 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.
- Diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture.
- Recognized as one of Fortune’s World’s Most Admired Companies.