Absence Leave Manager - Pittsburgh

New York Life Insurance Company is dedicated to providing comprehensive insurance and absence management solutions. The Absence Leave Manager will conduct investigations, determine eligibility for absence claims, and manage ongoing absence administration, ensuring service excellence and timely communication with clients and customers.

Responsibilities

• Responsible for managing a case load 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) and providing service excellence to GBS customers
• Make determinations regarding a customer’s eligibility within compliance timeframes
• Manage an assigned desk load of leaves through capturing medical information, managing certifications, applying appropriate provisions, following legal guidelines, and leveraging expert resources
• Manage all requests within appropriate service and quality metrics and client performance guarantees as defined
• Support ongoing leave management including extensions and reviewing of additional information as needed to support updated claim decisions
• Effectively communicate with claimants, employers, and various medical professionals to gather information regarding the application for, and ongoing management of open leaves
• Initiate customer out reaches to gather information and respond to all telephonic and email inquiries within customer service protocols and adhere to standard timeframes for processing mail, tasks, and outliers
• Execute all customer performance guarantees as defined
• Proactively work directly with clients and Vocational Rehabilitation Counselors when appropriate to facilitate return to work full-time or modified duty
• Execution of New York Life and Corporate Compliance, Policies and Procedures and best practices
• Ongoing development via training associated with role and business unit objectives

Skills

• HS Diploma or GED required
• Proficiency with MS Office applications is required (Word, Outlook, Excel)
• 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
• Must be 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
• Bachelor's degree strongly preferred
• 1 year minimum of professional experience strongly preferred
• 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

Benefits

• Leave programs
• Adoption assistance
• Student loan repayment programs

Company Overview