Mhls Ssg Case Manager [S], Erc-Dls

• 1+ years of human resources experience
• Experience with HR processes and systems
• 1+ years of HR/HR shared service center experience
• Knowledge of HR systems
• Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters
• Experience with MS Outlook, Excel, SharePoint, Amazon Projects, Word, Slack and Chime
• +1 year experience in MHLS DLS US Frontline scope

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 our employees and build a best-in-class professional services program join Amazon’s HR team and help make a difference for all Amazonians! MHLS DLS US team is part of the Employee Services organization. We provide the first point of contact by phone, chat or tickets for inquiries related to payroll, disability, policies and benefits, among others. The MHLS DLS US Specialized Case Managers provides case consultations and overall resolution and support for all types of leaves of absence and disability life events to our US Employees. The Specialized Case Manager is highly skilled in answering questions, obtaining the right information from SOPs and knowledge centers, providing direct support through different live and written channels, understanding the employee’s situation, applying appropriate benefits, responding to changing circumstances; and paves the way for a connected and trusted case management experience.
Key job responsibilities
Responsibilities:

• Respond to inquiries about disability and leave events, benefits, and options available to employees.
• Inbound and Outbound phone, chat and email support through the Specialized Support Queues.
• Serve as a point of contact for employees to provide holistic case management services, including medical documentation review to adjudicate compliance with corresponding leave plans, federal and state laws and benefit plans as defined by Amazon.
• Critically assess and adjust the case management plan to an employee’s changing needs.
• Address and respond to sensitive situations in benefit of employee experience and attempt to de-escalate complex cases. • Manage own workload effectively to meet SLAs, productivity goals and escalate when significant changes or gaps in assigned workload arise.
• 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 and documentation occurs, even when information is limited.
• Use good judgement and rationale to balance process adherence with employee’s needs to analyze and decide on disability, leave and benefits requests.
• 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 starting a leave 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, local HR, Safety, Legal, Payroll, Benefits, team members and other support units as appropriate.

We are open to hiring candidates to work out of one of the following locations:
Virtual Location - USA

• Experience with process improvement and stakeholder management
• Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
• 2+ years of human resources experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $22.84/hr in our lowest geographic market up to $45.19/hr in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.

Disability insurance, Health insurance