Case Mgr, MSK [S], MSK

Amazon; Kolkata District; On-site; INR 700,000 - 1,100,000; Part time

Job summary

Amazon in India is seeking a DLS Case Manager on a contractual basis. The role involves managing leave of absence and disability events, serving as the primary contact for employees, and ensuring compliance with laws and policies. It requires strong confidentiality and customer service skills.

As an IC role, you will coordinate with HR, Safety, Payroll, Benefits and a third-party administrator to deliver seamless case management and employee support throughout the leave lifecycle.

Qualifications

• Bachelor's degree or equivalent required.
• 2+ years of customer service experience required.
• Experience handling confidential information required.
• Proficiency with Microsoft Office including PowerPoint, Excel and Word required.
• Master's degree or above preferred.

Responsibilities

• Initiate and respond to inquiries about leave and disability events, benefits, and options.
• Serve as a point of contact for assigned employees for holistic case management.
• Review medical documentation to adjudicate leaves in compliance with laws and plans.
• Leverage duration guidelines and resources to support leave events.
• Adjust case management plans as employee needs change.
• Address sensitive situations and troubleshoot issues.
• Communicate updates to employees and stakeholders.
• Ensure compliance with company policy and regulations.
• Maintain accurate system records and documentation.
• Coordinate with HR, Legal, Payroll, Benefits and third-party administrator.

Skills

Customer service

Confidential information handling

Education

Bachelor's degree or equivalent

Master's degree or above

Tools

Microsoft Office

Job description

Description

This is a contractual role.

At Amazon we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.

If you'd like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.

The DLS Case Manager provides case management for all types of leave of absence and disability life events. The DLS Case Manager 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.

This is an individual contribution (IC) role with no direct reports.

Essential 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 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

Basic Qualifications

• Bachelor's degree or equivalent
• Do you have 2+ years of customer service experience, or a Bachelor's degree in business, HR, or a related field?
• Do you have knowledge of Microsoft Office including PowerPoint, Excel, and Word?
• Do you have a Master's degree or above?
• Do you have experience handling confidential information?

Preferred Qualifications

• Experience and knowledge in Six Sigma belts and process improvement initiatives

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.