Amazon’s Disability and Leave Services (DLS) team in the Employee Services organization is building a best-in-class program offering customized holistic leave experiences during the life-
cycle of the event (time of knowledge to fully ramping back to work). The DLS Case Manager is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted experience.
DLS Case Manager will interface with employees to learn about their situations and answer questions, align benefits to the employee’s specific situation, and be a point of contact for an employee throughout the leave and accommodation event.
This role provides exceptional customer service and coordination with employees, managers, HR representatives and internal departments to facilitate the preparation for time off, use of benefits, the leave of absences, and transition ramp back to work plans.
The role will work closely with established external vendors, community providers and services, and internal partners including Benefits, Recruiting, Payroll, Safety, HR, and managers, while still maintaining employee’s confidential information.
The successful candidate will have a strong orientation and proven track record of customer obsession, prioritization, follow-
through and execution, attention to detail, and communication. Amazon is a fast-paced environment, wherein employees are seeking information and assistance in developing options and an action plan.
The candidate is expected to be able to have strong critical thinking, fact-find for a complete understanding of employee concerns, align a plan with benefits, respond to any customer inquiries and be able to communicate effectively the solutions to the employee.
The DLS Case Manager will be able to understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which improve the employee’s experience.
The successful candidate will be an influencer with the ability to assist in process improvement, customer experience and change management for the Ambassador program.
Essential Responsibilities :
Initiate and respond to inquiries about leave and / or accommodation events, benefits, and options available to employees through phone, email and ticketing channels
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 the 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 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
4+ years of experience in Customer Service / Case Management role
In-Progress or completed Bachelor's Degree (or equivalent) from an accredited university / school in Business or a related career
Proven experience of contact center experience in different channels simultaneously (Phone, Chat, email, etc.)
Proven ability to think critically
Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities.
Demonstrated follow up skills in a fast-paced environment
Ability to apply critical thinking and identify issues for problem solving.
Ability to build strong relationships and influence others while working in a cross functional environment.
Experience working with Windows, Word, Excel, and PowerPoint
Strong evidence of relationship-building across various internal departments within an organization.
Strong communication and organizational skills.
Strong time management and ownership of deliverables.
Basic US legislation Leave of Absence and Accommodations knowledge.
2 years of Leave and / or Accommodations experience, to include : previous work in a leave of absence and / or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and / or disability pay benefits that apply to a specific situation, and establishing / executing a case management plan.
Knowledge of US federal and state leave and disability laws
Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters