We are seeking a highly skilled and compassionate Leave of Absence Specialist to join our team. The successful candidate will serve as a subject matter expert of the Bright Horizons Leave of Absence processes and policies and ensuring compliance with all federal/state regulations. The ideal candidate will have excellent communication skills, experience in case management, customer service and reporting/auditing.  The LOA Specialist role is to provide supplemental support and assistance with our Third Party Leave Administrator.  

This is a Remote position available in the United States. 

Bright Horizons is trusted by families and employers around the world for high-quality childcare and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Responsibilities 

• Handle high-volume inbound and outbound employee phone calls related to leave of absence inquiries and issues, with ability to resolve most matters while customer is on the phone (40%) 

• Runs daily auditing and reporting to ensure accuracy and compliance in accordance with Bright Horizons policies.   

• Resolve manager and employee requests through our ticketing system, emails, and phones by providing clear and concise communication to employees, managers, and HR partners regarding leave of absence policies, procedures, and decisions. 

• Provide backup assistance to other LOA Specialists to help manage workload as needed 

• Maintain accurate and up-to-date case records and documentation in accordance with the HR Solutions Center Service Delivery Process 

• Meet daily/weekly targets for resolving employee requests while meeting customer satisfaction survey results. 

• Understand Bright Horizon’s leave policies and processes and be able to apply knowledge to accurately and thoroughly resolve employee issues and questions. Escalate complex cases to LOA Supervisor and ensure timely resolution 

• Perform leave transactions in HR System of record (Workday). 

• Identify and troubleshoot systems errors and issues that occur between systems, and resolve issues or provide guidance to our stakeholders (i.e. benefits, payroll, HRIS, etc.) 

• Provide support with federal and state programs related to benefits and/or LOA eligibility (i.e. Medicaid/Medicare, MassHealth Premium Assistance Program, and HIPP Program) 

• Provide regular feedback and recommendations to ensure consistent process improvements and excellent customer service.  

• Ensure compliance with federal and state leave laws, including FMLA, ADA, and workers' compensation 

• May work closely with the different stakeholders to ensure the leave processing and information is handled with accuracy and in service to an excellent employee experience  

• Continually utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers. 

• Identify root cause of issues and partner with HR Service Center team or Centers of Excellence through sharing of employee feedback, prioritization, and metrics that qualify impact of issue. 

• Identify and propose opportunities for customer service excellence and efficiency. 

• Responsibilities could change at any given time for business needs. 

• Other responsibilities as assigned. 

Minimum Job Requirements  

• Minimum 2 years of experience in a professional customer service role

Additional Job Requirements 

• 2+ years experience partnering with third party vendor for benefit and/or LOA administration - Preferred Broad benefits and/or leave of absence administration experience. 

• Demonstrated knowledge of federal leave regulations and policies. and successfully able to apply to cases in order to resolve. 

• Strong interpersonal and customer service skills. 

• Communicate effectively in both oral and written form. 

• Exhibit patience, empathy, and positivity. 

• Have strong problem-solving skills. 

• Ability to multi-task, prioritize, and manage time effectively. 

• Demonstrated proficiency of Microsoft Office Suite products: Excel, Word, PowerPoint, etc. 

• Working knowledge of SaaS-based HR/Recruiting/Payroll/Time & Attendance solutions (Workday, CSOD, Workforce Solutions) preferred. 

• Bi-lingual helpful; but not required. 

At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position. 

Benefits: 

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements: 

• Medical, dental, and vision insurance 

• 401(k) retirement plan 

• Life insurance 

• Long-term and short-term disability insurance