Leave Case Manager

at  Aflac Incorporated

EDUCATION & EXPERIENCE REQUIRED

• High School Diploma or Equivalent
• 1-2 or more years of related experience
  Or an equivalent combination of education and experience

EDUCATION & EXPERIENCE PREFERRED

• Associates Degree
• Demonstrated proficiency in product specific areas of absence management and federal and state regulations governing these products and services.

WHAT DOES IT TAKE TO BE SUCCESSFUL IN THIS ROLE?

• Current knowledge absence management industry
• Ability to independently work in a remote environment while effectively engaging with the team.
• Excellent customer service skills and ability to manage difficult and stressful situations
• Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
• Ability to manage business expectations and resolve concerns, by communicating status and issues
• Ability to effectively prioritize and escalate customer issues
• Ability to interpret and analyze multiple facts
• Knowledge of state and federal FMLA and ADA regulations
• Knowledge of medical disability management preferred.
• Strong financial acumen
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed performance competencies

PRINCIPAL DUTIES & RESPONSIBILITIES

• Maintains a superior level of genuine caring and empathetic customer service throughout all interactions; takes appropriate actions to earn the claimant’s and employer’s trust and confidence, anticipates customer’s needs and takes action as appropriate.
• Assists associates with leave of absence requests and guides them through the process.
• Processes all leave of absence paperwork according to established procedures and laws.
• Provides timely and accurate responses to associates and all levels of management concerning day-to-day issues and activities.
• Administers the FMLA policy; reviews FMLA documentation for accuracy and completeness.
• Makes recommendations to approve or deny requests for FMLA based on federal regulations.
• Coordinates correspondence, forms, and other documents via the claim system.
• Generates reports as required; maintains files, inputs and analyzes data.
• Assists management with leave of absence situations and provides guidance within the policy and established legal guidelines.
• Keeps complete records of all LOA requests and maintains tracking and analysis of data.
• Participates in developing goals, objectives, and systems.
• Maintains compliance with standards and federal/state regulations.
• Serves as an internal reference to the team for certification requirements and processing.
• Contacts providers for clarification.
• Supports management with special projects as necessary.
• Performs other duties as assigned.