Leave Support Specialist

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The incumbent is an individual contributor supporting WVU Health System’s Leave of Absence and Accommodation programs. The incumbent provides guidance on leave program policies and procedures to employees and managers and facilitates leave and time off related transactions. The incumbent will address service requests that are escalated to them from the Tier 1 Customer Service team and will support leave/disability case management to promote efficiency and clear communication.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

High school diploma or equivalent and three years of administrative or customer service experience including at least one year of experience with Leave of Absence programs including Time Off, Short-Term Disability, and FMLA

OR

Associate’s degree in human resources, business administration, or related field and two years of administrative or customer service experience including at least one year of experience with Leave of Absence programs including Time Off, Short-Term Disability, and FMLA

OR

Bachelor’s degree in human resources, business administration, or related field and one year of administrative or customer service experience related to Leave of Absence programs including Time Off, Short-Term Disability, and FMLA.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Reviews new leave of absence claims for eligibility; sends all notifications; validates whether the request is a new claim or an extension of an existing claim; and uses all Case Management features and functionality including notes, new tasks, correction of personal or employment information if necessary.

2. Track, investigate, update, and close cases within the case management tool; respond to emails within established service-level agreement timelines.

3. Provide input and guidance to managers and employees regarding understanding of Leave of absence policies, procedures, forms and processes.

4. Maintain a broad knowledge of company policies; apply documented procedures, policies and other reference materials to accurately resolve employee inquiries, utilizing sound judgment.

5. Liaise with team members to coordinate communication and resolve employee issues.

6. Support employees and others in the organization starting or inquiring about leaves of absence; and performs outbound call backs as required.

7. Support the leave of absence process including sending reminder communications for paperwork deadlines, return-to-work, and leave closures.

8. Maintains data and document records to ensure compliance and accountability.

9. Identify opportunities to improve leave of absence administrative processes.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sitting and standing for long periods of time

2. Working on a computer

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Normal Office environment

SKILLS AND ABILITIES:

1. Strong verbal/written communication skills necessary to interact diplomatically and tactfully with diverse groups of people; effective interpersonal skills; strong attention to detail.

2. Familiarity with HR policies and procedures.

3. Proficiency with MS Office. Experience with Workday, Kronos, Absence Tracker preferred.  Ability to utilize search tools and knowledgebase tools to find relevant information.

4. Effective problem solving and troubleshooting skills. 

5. Ability to consider multiple variables to determine proper course of action.

6. Exercise good judgment in handling sensitive and confidential information and situations.

7. Ability to execute in a fast paced, high demand, environment while balancing multiple priorities Ability to quickly establish credibility to build and maintain effective working relationships.

8. Strong attention to detail and accuracy skills.

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

554 SYSTEM HR Shared Services