ACM Consultant (S), Emp Svcs-G A&Accessibility VAR

About the role

The ACM Consultant provides case management for all types of accommodation request related to life events. The ACM Consultant is highly skilled in answering questions, understanding the employee's situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience. Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event.

Key job responsibilities

• Initiate and respond to inquiries about accommodation events, benefits, and options available to employees
• Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation in compliance with the corresponding, federal and state laws and policy as defined by Amazon
• Leverage duration guidelines, best practice tools and Amazon resources to support oversight of an accommodation as appropriate
• Critically assess and adjust the case management plan to an employee's changing needs
• Address and respond to sensitive situations
• Troubleshoot issues and seek to remove barriers before, during, or after a leave event
• Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs
• Identify and solve problems that may arise, sometimes with limited information
• Educate managers and business partners on employee concerns and needs prior to being off or returning back to work
• Communicate regular updates to employees and stakeholders both verbally and in writing
• Ensure compliance with standard work, federal/state regulations, and company policy
• Maintain system records to ensure accurate and timely information/documentation
• Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
• Other duties as assigned

Basic Qualifications

• Bachelor's degree in Human Resources Management, Business Administration or a related field
• Experience in customer-facing roles
• Experience in Human Resources, Claim Management or Leave & Disability management roles
• Experience in English and Spanish language communication skills, both written and verbal

Preferred Qualifications

• Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
• Experience handling ambiguous or undefined challenges through strong problem solving abilities
• Knowledge of employment law and HR policies and procedures
• Knowledge of HRIS or Applicant Tracking Systems are preferred
• Experience working in multicultural or bilingual environments