LOA Intake Coordinator

The Leave of Absence (LOA) Intake Coordinator serves as the first point of contact for team members requesting or inquiring about leave benefits. This position is responsible for receiving leave requests, educating team members on available leave programs, initiating leave cases, collecting required documentation, and ensuring accurate and timely case intake.

This position requires a hybrid work schedule, including regular onsite attendance to support business operations, collaborate with internal partners, handle confidential documentation when necessary, and participate in team meetings and training. The schedule is determined by business needs and may be adjusted as operational requirements change.

Principal Accountabilities:

• Review incoming documentation to ensure completeness and accuracy.
• Triage incoming cases and documentation to prioritize urgent or time-sensitive requests.
• Request and follow up on missing information from team members and healthcare providers as needed.
• Maintain accurate and up-to-date case records while safeguarding confidential medical information.
• Monitor intake work queues and ensure service level expectations are consistently met.
• Perform intake duties to prevent case backlogs and maintain workflow efficiency.
• Complete and process New Jersey state leave forms in compliance with applicable regulations and timelines.
• Coordinate courier services for receipt and delivery of documentation as needed.
• Provide centralized data entry in AbsenceSoft to ensure accurate records and eliminate gaps between effective dates and transaction dates.
• Respond to phone calls, emails, and electronic inquiries in a timely and professional manner.
• Escalate complex or sensitive cases to Leave Case Managers when appropriate.
• Support continuous process improvement initiatives to enhance efficiency and service quality.
• Participate in cross-training and assist with departmental projects.
• Perform other duties as assigned
   

Education/Experience

• High school diploma required. 
• Bachelor's Degree preferred from an accredited college or university in Human Resources Management, Labor Relations, Public Relations, Healthcare Administration, or a related discipline
• Two or more years of customer service, human resources, leave administration, benefits, or healthcare experience preferred.
• Experience handling confidential information. 
• Strong verbal and written communication skills. 
• Excellent organizational and time management skills. 
• Ability to manage multiple priorities in a fast-paced environment. 
• Experience with leave management software. 
• Healthcare or large employer HR experience.