Employee Success Associate

Job Title: Employee Success Associate

Reports To: Operations Manager

FLSA Status: Non-Exempt

Learn about Gold Standard service delivery while focusing primarily on the simplest leave types.

Job Duties and Essential Functions:

• Administer a full workload of leaves of absence and ADA claims for multiple clients, per client policies, while adhering to federal and state leave law regulations.
• Leave administration includes, but is not limited to, confirming leave eligibility, reviewing medical documentation, communicating with healthcare providers, client employees and members of the HR team, and confirming return-to-work.
• ADA administration includes, but is not limited to, engaging in the interactive discussion process on behalf of the client, documenting the process, seeking clarification as necessary, and acting as a resource for a client as they assess the request for accommodations on a case-by-case basis.
• Provide excellent customer service by answering phones, responding to emails, and communicating effectively with clients’ employees in a timely manner - answering questions regarding leave entitlement, client policies, and benefits.
• Coordinate effectively with Claim Specialists to ensure that employee claims are adjudicated timely and accurately.
• Draft and send letters to employees regarding leave entitlement, disability benefits, and/or the interactive discussion process.
• When applicable, initiate return-to-work accommodations while adhering to relevant federal regulations.
• Maintain high quality employee leave and ADA files according to set standards and naming conventions.
• Able to take on additional work with short notice (e.g. client needs to be taken over on short notice due to business needs).
• When required, coordinate between short-term disability insurance carriers, worker’s compensation insurance providers, and the employee.
• Participate in client meetings, company-wide off-site meetings, and training programs which may require some infrequent travel.
• Available to back up multiple accounts.
• Perform other duties as assigned in order to meet business needs.
• Expected to work 40 hours per week.
• Expected to report to the office 2 days per month.
• Expected to be a self-starter who can work independently, take initiative, actively participate in team discussions and collaborate effectively while working in a remote-first environment.

Perform above duties between regular business hours:

• California: Monday to Friday, 8am to 5pm (PST)
• Georgia: Monday to Friday, 8am to 5pm (EST)
• Arizona: Monday to Friday, 8am to 5pm (MST)

• A four-year college degree or a professional certification in a similar or related field.
• A passion for excellent customer service.
• Ability to prioritize tasks and focus on the most important ones.
• Ability to communicate effectively with colleagues, leadership, clients, and employees.
• Have a system for keeping track of work to ensure that the work is done on time and accurately.
• Ability to identify and solve problems quickly and efficiently.
• Willing to learn and take on new challenges.
• Takes the initiative to understand the why behind things.
• Receptive to feedback and embraces continuous improvement.
• Planning ahead, managing time well, being on time, and thinking of better ways to do things.
• Being helpful, respectful, approachable and team-oriented, building strong working relationships and contributing to a positive  work environment.
• Excellent follow through and common sense.
• Excellent attention to detail.
• Proficient typing and strong knowledge of MS Word.
• Strong organizational, quantitative, and verbal/written communications skills.
• Ability to comprehend a variety of informational documents including, but not limited to, disability plan documents and client leave policies.
• Ability to comprehend and interpret a variety of reference books and manuals including administrative manual, personnel policies, and state and federal regulations.
• Ability to keep abreast of any changes in law, policy, methods, procedures, etc. as they pertain to clients.