LOA Intake Specialist - West Virginia University Health System : Job Details

Welcome! We're excited you're considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you'll find other important information about this position.This position is the primary contact for employees and managers within the HR Service Center. The Specialist will receive and respond to general customer inquiries related to Leave of absence programs and procedures through various customer channels including chat, calls and service requests. As the first point of contact in leave of absence scenarios, the LOA Intake Specialist will function as an advocate for the employee and manager to ensure our Services meet customer expectations.MINIMUM QUALIFICATIONS:EDUCATION, CERTIFICATION, AND/OR LICENSURE:1. High school diploma or equivalent and three years of administrative, secretarial, or customer service experience OR Associate's degree and two years of administrative or secretarial experience OR Bachelor's degree and one year of administrative or secretarial experience.CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.1. Responsible for telephonic intake of all leave requests using the Case Management tool in support centralized leave management for employees, including but not limited to the following: explains the Leave of Absence process; obtains/corrects/updates all information to open a leave case; determines and sends all eligibility notifications; and fully utilizes all Case Management technology functionality, while the employee is on the telephone.2. Provide input and guidance to managers and employees regarding understanding of Leave of absence policies, procedures, forms and processes.3. Identify employee's questions and requests.4. Answer inquiries by clarifying desired information; research, locate and provide information.5. Resolve problems by clarifying issues; research and explore answers, and alternative solutions; escalate unresolved problems to supervisor.6. Coordinate other HR functional support activities as assigned by the manager.7. Answers incoming calls to set up leaves of absence as part of the Intake team; provides exemplary service in both quality and quantity, to employees and others in the organization starting or inquiring about leaves of absence; and performs outbound call backs as required and on rotation.8. Demonstrate collaborative and respectful behavior9. Partner with all team members to achieve goals10. Contribute to a positive work environment11. Demonstrate flexibility and willingness to change12. Identify opportunities to improve leave of absence administrative processes13. Make appropriate decisions, using sound judgment14. Opens the claim; determines eligibility; sends all notifications; validates whether the request is a new claim or an extension of an existing claim; and uses all Case Management features and functionality including notes, new tasks, correction of a personal or employment information if necessary.15. Reports and follows up on any Case Management issues or problems; and completes the follow up on initial leave intake requests.PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. Sitting and standing for long periods of time2. Working on a computerWORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. Normal Office environmentSKILLS AND ABILITIES:1. Excellent customer service skills.2. Ability to manage call volume and reduce the number of abandoned calls that may impact the department's level of performance and metrics3. Familiarity with HR policies and procedures4. Strong oral and written communications skills necessary to interact diplomatically and tactfully with diverse groups of people.5. Proficiency with MS Office, Ultimate Ulti-Pro HCM and other computer applications as required. Ability to utilize search tools and knowledgebase tools to find relevant information6. Ability to consider multiple variables to determine proper course of action7. Exercise good judgment in handling sensitive and confidential information and situations.8. Ability to execute in a fast paced, high demand, environment while balancing multiple priorities9. Ability to quickly establish credibility to build and maintain effective working relationships10. Strong attention to detail and accuracy skillsAdditional Job Description:Scheduled Weekly Hours:40Shift:Exempt/Non-Exempt:United States of America (Non-Exempt)Company:SYSTEM West Virginia University Health SystemCost Center:554 SYSTEM HR Shared Services