Case Mgr, MLOA [S], Disability and Leave Services

This is a contractual role at Amazon, where we believe that every day is still day one. We are working to be the most customer-centric company on earth. Join the Disability Leave Services (DLS) team to help build a best-in-class professional services program delivering leave of absence, disability, and accommodation services to Amazon employees, applicants, job seekers, and candidates globally.

About the role

The DLS Case Manager provides case management for all types of leave of absence and disability life events. This role is highly skilled in answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and ensuring a connected and trusted case management experience. Case Managers serve as the single point of contact for an employee throughout an entire leave or disability event. This is an individual contributor (IC) role with no direct reports.

Responsibilities

• Initiate and respond to inquiries about leave and disability 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 to adjudicate leaves in compliance with corresponding leave plans, federal and state laws, and benefit plans as defined by Amazon.
• Leverage duration guidelines, best practice tools, and Amazon resources to support oversight of a leave event 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.
• Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace.
• Educate managers and business partners on employee concerns and needs prior to being off or returning 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.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in business, HR, or a related field, or High school or equivalent diploma.
• 1+ years of customer service experience, or Bachelor's degree in business, HR, or a related field.
• Knowledge of Microsoft Office including Outlook, Word, and Excel.
• Speak, write, and read fluently in English.

Preferred Qualifications

• Experience identifying and resolving complex issues.
• Experience influencing multiple stakeholders and leading cross-functional teams across geographies and business units.
• Experience with end-to-end ownership of major project deliverables.
• Experience handling confidential information.
• Basic knowledge of US legislation on Leave of Absence, Disability, and/or Accommodations, specifically ADA/ADAAA and FMLA.
• Prior Leave and/or Accommodations experience, including work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining appropriate leave and/or disability pay benefits, and establishing/executing a case management plan.
• Experience providing guidance to employees or managers on leave of absence, disability plans, accommodation, human resources, benefits, or employee matters.
• Experience working on multiple projects or cases independently in an environment with changing priorities.

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