Leave Coordinator
Job Description:
- The Leave Coordinator is responsible for the coordination and administration of the leave process which includes analytical, planning, reporting, technical, systems, and project support.
- The Leave Coordinator will also help resolve concerns and issues from employees, managers, HR, and other customers and external parties regarding processes and policies through phone, email, case management, and chat.
- This person will strive to meet all expected service levels and business performance goals, performing a full range of services and fully documenting all cases in the case management system.
Job Duties and Responsibilities:
- Respond to requests/inquiries from customers (prioritizing as appropriate) and execute the key tasks and activities following defined procedures and guidelines
- Guide in interpreting leave policies, federal and state leave laws, & leaves covered under a collective bargaining agreement for employees, managers, and HR generalists.
- Provide instruction to employees, department managers, and HR generalists on the appropriate procedures for leaves
- Work closely with occupational health staff on the status of leaves
- The process leaves in the PeopleSoft system
- Develop and send applicable letters to employees detailing the status of their leave application and leave implications (pay, benefits, return to work, etc.)
- Maintain accurate records of employees on leaves
- Act as timekeeper for employees on leave
- Instruct timekeepers on appropriate time reporting during leaves utilizing applicable policies
- Provide ad hoc reporting to departments and HR
- Communicate with customers and provide timely follow-up to questions, concerns, and issues
- Participate in various leave and benefits projects as assigned.
- Lead reconciliation processes to assure vendor records and Partners records are synchronized
- Provide analytical and production support for leave records
- Review administrative processes, recognize problems and establish documented corrective action
- Research leave issues and regulations
- Research individual employee issues and problems requiring leave interpretation; recognize system problems and propose solutions.
- Vendor interactions to ensure accurate payments of disability benefits
- Support for the annual open enrollment process
- Provides analytic, project, and system support to H&W Operations Supervisor and Benefits Operations Manager
- Perform special benefit projects as necessary, such as preparation and presentation of benefit comparisons between entities.
- Communicate with customers and provide timely follow-up to questions, concerns, and issues.
- Provide backup support to Benefit Operations staff during busy seasons, vacations, and other times as requested
- Work closely with Sr. Leave Coordinators on various leave issues
- Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager, or tier three for resolution as appropriate
- Serve as a specialist, able to handle escalated cases from customer service analysts and provide feedback to HR Service Center
- Perform additional responsibilities such as managing knowledge articles or participating in special projects
- Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations
- Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns
- Fully document all cases in a case management application, establish / update processes as necessary
- Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels met
- Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved/completed efficiently and with a superior level of quality
- Assist and encourage users to make effective use of self-service options, empower them to solve inquiries
- Ensure compliance with Partners' policies and procedures
- Work to continually improve and be adaptable to changes as they occur
- Contribute positively to a knowledge-sharing environment by documenting and sharing all relevant experiences
- Participate in and help drive scheduled and ad hoc training to improve policy and process acumen
Required Qualifications:
- Local to the Boston Area
- 2+ years of related leave administration, HR, or other benefit experience
- Bachelor's degree or relevant professional experience
- Experience in the healthcare industry and shared services/internal service delivery role preferred
- Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case/knowledge management
Company:Global Technical TalentLocation:Somerville - Massachusetts - United StatesJob Types:ContractPost Date:November 3, 2021Valid Through:December 2, 2021