Representative, Absence Leave Manager

New York Life Insurance Co.; New York (NY); À distance; USD 37 000 - 52 000; Plein temps

Résumé du poste

New York Life Insurance Co.’s Group Benefit Solutions is seeking an Absence Leave Manager to investigate, determine eligibility, and administer paid and unpaid leave for customers. This role emphasizes compliance and timely decisions, with collaboration across claimants, employers, and medical professionals.

In a fast-paced, remote environment, you will support return-to-work needs and communicate decisions while upholding NYL’s commitment to service excellence.

Qualifications

• HS Diploma or GED required; Bachelor's degree preferred.
• Strong analytical and investigative abilities to assess leave eligibility.
• Excellent verbal and written communication with a customer-focused mindset.

Responsabilités

• Manage a case load of Absence cases including PFML, FMLA, CPL, and ADA and providing service excellence to GBS customers.
• Make determinations regarding a customer’s eligibility within compliance timeframes.
• Capture medical information, manage certifications, apply provisions, follow legal guidelines, and use expert resources.
• Communicate decisions and status updates with claimants, employers, and medical professionals.
• Support ongoing leave management including extensions and reviewing additional information for updated decisions.
• Initiate outreach to gather information and respond to inquiries within service protocols.
• Execute all customer performance guarantees as defined.
• Collaborate with Vocational Rehabilitation Counselors to facilitate return to work full-time or modified duties.
• Follow New York Life and Corporate Compliance policies and best practices.

Connaissances

Analytical skills

Investigative skills

Communication skills

Customer-focused

Time management

Formation

HS Diploma or GED

Bachelor’s degree preferred

Outils

MS Office (Word, Outlook, Excel)

Description du poste

Location Designation: Fully Remote

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Role Overview:

The Absence Leave Manager will conduct investigations, determine eligibility for our customers and provide ongoing Absence administration. This role is responsible for collaborating with customers and clients to ensure timely, accurate Absence administration and payments, if applicable. Upon approval of an Absence, the Absence Leave Manager will provide ongoing Absence management services, assist with return-to-work needs, and communicate decisions and status updates with customers and clients. This is a fast-paced role where service excellence and attention to detail are critical. The Absence Leave Manager plays a critical role in executing the New York Life Group Benefit Solutions (GBS) promise to our customers and has a direct impact on our customers in the moments that matter. The ability to make and effectively communicate decisions within tight timeframes, while integrating knowledge of medical conditions, client contracts, compliance, and acting as a steward to deliver in line with our value story are critical for success.

What You’ll Do:

• Responsible for managing a case load of Absence cases including Paid Family Medical Leave (PFML), Family Medical Leave Act (FMLA), Company Paid Leave (CPL), and Americans with Disability Act of 1990 (ADA) and providing service excellence to GBS customers.
• Make determinations regarding a customer’s eligibility within compliance timeframes.
• Manage an assigned desk load of leaves through capturing medical information, managing certifications, applying appropriate provisions, following legal guidelines, and leveraging expert resources.
• Manage all requests within appropriate service and quality metrics and client performance guarantees as defined.
• Support ongoing leave management including extensions and reviewing of additional information as needed to support updated claim decisions.
• Effectively communicate with claimants, employers, and various medical professionals to gather information regarding the application for, and ongoing management of open leaves.
• Initiate customer out reaches to gather information and respond to all telephonic and email inquiries within customer service protocols and adhere to standard timeframes for processing mail, tasks, and outliers.
• Execute all customerperformance guarantees as defined.
• Proactively work directly with clients and Vocational Rehabilitation Counselors when appropriate to facilitate return to work full-time or modified duty.
• Execution of New York Life and Corporate Compliance, Policies and Procedures and best practices.
• Ongoing development via training associated with role and business unit objectives.

What You’ll Bring:

• HS Diploma or GED required. Bachelor’s degree strongly preferred.
• 1 year minimum of professional experience strongly preferred.
• Proficiency with MS Office applications is required (Word, Outlook, Excel.)
• Strong critical, analytical, and investigative skills; ability to gather information, analyze facts, and draw conclusions.
• Ability to work with a sense of urgency and be a self-starter with a customer-focus mindset.
• Effective interpersonal, written, and verbal communication skills.
• Must be technically savvy with the ability to toggle between multiple applications and/ or computer monitors simultaneously.
• Excellent planning, time management and organizational skills. Ability to manage multiple and changing priorities.
• Strong negotiation skills.
• Ability to build and maintain effective relationships.
• Experience administering FMLA and/or State Leaves is preferred.
• Knowledge of legal liability, insurance coverage and medical terminology is preferred.
• Proven track record of successfully driving results in a complex matrix environment preferred.

#LI-AP3 #LI-REMOTE

Pay Transparency

• Salary range: $37,000-$52,000
• Overtime eligible: Nonexempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

#GBS