Leave Administration Support Specialist

MicroSourcing; Manila; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Leave Administration Support Specialist to join our onsite team in Ortigas, Pasig City. You will support the U.S.-based Leave Administration group by handling calls, chats, emails, and faxes related to employee leaves, ensuring accurate documentation and privacy compliance.

The role emphasizes non-client-facing case handling, meticulous recordkeeping, and adherence to HIPAA standards in a virtual contact center setting.

Qualifications

• 2+ years of experience in a contact center or support environment.
• Experience handling employee benefits, HR services, or medical communications preferred.
• Experience using CRM, case management, or ticketing platforms.

Responsibilities

• Answer incoming calls and live chats from employees regarding leave status and documentation.
• Manage emails and faxes, acknowledge receipt and route to the correct case.
• Follow scripts and guidelines to ensure consistency and compliance.
• Document interactions in the leave management system in real time.
• Maintain courteous, empathetic, and professional tone in every interaction.
• Upload, categorize, verify leave documents in case management system.
• Review inbound forms for completeness and escalate as needed.
• Update case notes and communication logs; track deadlines and reminders.
• Monitor inboxes and fax queues; escalate to supervisors when appropriate.
• Maintain HIPAA-compliant filing and recordkeeping.
• Enter data into leave management platform; update statuses; generate daily logs.
• Participate in team huddles and performance reviews; suggest process improvements.

Education

Associate's or Bachelor's degree preferred

Tools

CRM

Zoom

Genesys

Zendesk

Microsoft Office

Job description

Work setup: Onsite | Night shift

Position: Leave Administration Support Specialist

Location: Ortigas, Pasig City

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Role Overview

The Leave Administration Support Specialist plays a key role in supporting the U.S.-based Leave Administration team by managing inbound calls, chats, emails, and faxes related to employee leaves of absence. This position is primarily responsible for assisting employees, HR representatives, and healthcare providers with documentation, case updates, and general leave inquiries. The role is non-client-facing, focusing on accurate case handling, exceptional service delivery, and strict adherence to privacy and compliance standards. The specialist operates within our virtual contact center environment and follows defined workflows to support FMLA, ADA, and employer-specific leave processes.

Key Responsibilities

Contact Center Support

• Answer incoming calls and live chats from employees regarding their leave of absence status, documentation requirements, and next steps.
• Manage emails and faxes received from employees, HR departments, and doctor offices, ensuring prompt acknowledgment and routing to the appropriate case.
• Follow call scripts, templates, and response guides to maintain consistency and compliance.
• Document all interactions in the leave management system accurately and in real time.
• Maintain a courteous, empathetic, and professional tone during every interaction.

Leave Case Documentation & Processing

• Upload, categorize, and verify leave-related documentation (medical certifications, return-to-work notes, etc.) in the case management system.
• Review inbound forms for completeness and escalates missing or unclear information to the U.S. Leave Administration team.
• Update case notes, task completion status, and communication logs within the CRM.
• Track deadlines for employee and medical certification submissions and send reminders as assigned.

Email & Fax Queue Management

• Monitor shared department inboxes and fax queues throughout the day to ensure timely processing.
• Assign or flag cases for escalation to Leave Administrators or Supervisors when appropriate.
• Maintain accurate filing and recordkeeping according to HIPAA and company standards.

System & Data Entry

• Accurately enter employee, leave type, and eligibility data into the leave management platform.
• Update case statuses (e.g., Received Documentation, Awaiting Medical, Return to Work) following standard operating procedures.
• Generate daily logs or activity summaries to support internal reporting and performance monitoring.

Team Collaboration & Continuous Improvement

• Participate in team huddles, training sessions, and performance reviews.
• Communicate trends, recurring issues, or system challenges to team leads.
• Recommend process improvements that enhance accuracy, efficiency, or employee satisfaction.

Qualifications

Education

• Associate's or Bachelor's degree preferred; equivalent work experience in customer service, benefits administration, or medical documentation handling will be considered.

Experience

• 2+ years of experience in a contact center or support environment required.
• Prior experience handling employee benefits, HR services, or medical-related communications strongly preferred.
• Experience using CRM, case management, or ticketing platforms.

Technical Skills

• Proficient with Microsoft Office Suite (Outlook, Excel, Word).
• Experience using contact center software (Zoom, Genesys, Zendesk, etc.).
• Comfortable working in multiple systems simultaneously and maintaining high accuracy.

Key Attributes

• Strong written and verbal English communication skills.
• High attention to detail, accuracy, and confidentiality.
• Compassionate, calm, and professional when handling sensitive employee situations.
• Reliable and consistent with attendance and schedule adherence.
• Self-motivated, able to work independently, and collaborative within a virtual team environment.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply