Leave of Absence Analyst - HR Customer Service Center

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

Summary:

The Leave of Absence Analyst is responsible for overseeing and analyzing all leave programs, including FMLA, short-term disability, long-term disability, parental leave, and other statutory or company-specific leaves. This role ensures compliance with federal and state regulations, provides accurate reporting, and partners with internal and external stakeholders to deliver a seamless leave experience.

Responsibilities:
Leave Administration: Serves as the subject matter expert for the leave of absence programs managing escalated and complex issues. Coordinates with management and legal counsel where applicable.
Counsel and advise management and teammates on leave-related matters and ensure compliance with applicable laws and company policies. Coordinate with third-party administrators and insurance providers to ensure timely and accurate handling of claims. Process leave requests, track eligibility, and maintain accurate documentation.
ServiceNow Case Management: Review leave cases for trends in inquiries. Once trends are found, should solve for by working with the HR Service Delivery team for solutions. Research and responds to leave inquiries from teammates and leaders on leave eligibility, benefit plan eligibility, timesheets, and other general leave inquiries.
Coaching and Mentoring: Provide guidance to HR Service Delivery Advisors, Benefit Specialists, and Leave Specialist on leave processes and compliance requirements. Share best practices and offer feedback to improve team effectiveness.
Data Management and Reporting:Review and analyze leave reports to identify trends, gaps, and opportunities for process improvement. Address findings proactively and recommend actionable enhancements. Deliver data-driven insights to leadership to support strategic decision-making.
Exceptional Customer Service:Deliver professional, reliable, and exceptional teammate support to all inquiries, exhibiting a customer-centric approach and ensuring high satisfaction levels. Address inquiries promptly and effectively, demonstrating active listening and empathy.
Service Recovery:Lead service recovery efforts for calls/cases that require additional outreach due to incorrect or incomplete information provided. Engage with teammates and stakeholders to resolve any issues, demonstrating a commitment to resolving concerns.
Process Improvement Evaluation:Identify areas for process improvement within leave administration. Collaborate with peers and management to implement changes that enhance efficiency and teammate experience. Help to develop Knowledge Base Articles (KBAs) and response templates to help educate teammates of benefit options and to enhance teammate understanding of benefits.
Project Management:Actively participates in projects designed to increase efficiency and promote teammate experience.
Training Material Development:Develop training modules, SOP's, guides, and reference materials that cover Leave processes, policies, and customer service techniques. Design and deliver training sessions for leaders, HR Business Partners and teammates to ensure consistent understanding and application of leave policies, processes and compliance requirements.
Open Enrollment:Assist and support Open Enrollment annually.
Confidentiality and Data Security:Handle sensitive teammate information with the utmost confidentiality and adhere to data security protocols Ensure compliance with data protection regulations and company policies.

Other information:
Education Requirements:
* Bachelor's degree or equivalent required.
Licensure/Certification Requirements:
* None required.
Professional Experience Requirements:
* If a Bachelor's degree: No prior experience required.
* If an Associate's degree: two (2) years of relevant experience required.
* If a High School diploma or GED: eight (8) years of relevant experience required.
Knowledge/Skills/and Abilities Requirements:
* Strong knowledge of FMLA and other federal/state leave regulations.
* Excellent organizational skills, strong attention to details, and process oriented.
* Excellent communication and interpersonal skills.
* Excellent analytical, organizational, and communication skills.
* Proficient with excel and possess the capabilities of being able to complete V-Lookups to obtain data when needed.
* Demonstrated ability to maintain a confidential work environment, including handling issues with discretion, and good judgement.
* Ability to manage workload and achieve results with minimal supervision.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$26.85 - $38.61 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.