Customer Service Representative

Administrates Family and Medical Leave by coordinating the Federal, State and Client Company leave policies. This position ensures compliance and proper documentation in regard to all applicable laws, regulations, and plans, including HIPAA, FMLA, as well as all individual State Leave Acts, Military, and Company Sponsored Leave Programs.

RESPONSIBILITIES INCLUDE:

- Use experience and knowledge to maintain FML information while understanding customer relationships and expectations for various assigned accounts.
- Provide total claim management.
- Obtain and review updated medical evidence of reason for leave upon receipt.
- Review guidelines for eligibility.
- Compose and send communications to employers and employees.
- Track all stand-alone leaves and those running concurrently with Workers Compensation and Short Term Disability.
- Assure customer service with client companies and claimants.
- Resolve problems within scope of authority, while bringing others to the attention of their manager.
- Provide support to Intake/Customer Service team as needed in the Call Center.

SKILLS:

Strong oral and written communication skills are required to interact with claimants clearly, concisely, and persuasively.

- Knowledge of telephone etiquette.
- Knowledge of the Family Medical Leave Act of 1993.
- Knowledge of State mandated leave plans.
- Effective use of Workstation and technology tools (LOA tracking system including Siebel, email, CallFlows, databases)
- Well-developed problem-solving, analytical, and decision making skills
- Ability to interact professionally with a diverse group (executives, managers, legal, and subject matter experts).
- Ability to self-motivate.
- Ability to prioritize work continually and produce a significant volume of work efficiently within performance standards.
- Ability to work in a face-paced environment with short deadlines.
- A High School Diploma and 1-3 years of customer service experience. are required.
- Must be detail oriented, and have proven problem solving skills
- A Bachelor's Degree and Medical Certification are desired.