Associate - Absence Assist

Location Designation: Remote
When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
GBS
Entry-level position requiring an Absence Manager to guide and manage a customer’s Absence while they are out due to an intermittent and/or continuous Absence. As an Absence Manager, you will be responsible for managing Paid Family Medical Leave (PFML), Family Medical Leave Act (FMLA), Company Paid Leave (CPL), and Americans with Disability Act of 1990 (ADA). You will be responsible for reviewing policy information, be proficient in the federal/state regulations and review medical certifications. You will conduct investigations, make determinations regarding eligibility for our customers and provide ongoing Absence administration. You are responsible for collaborating with customers and clients to ensure timely, accurate Absence administration and payments, if applicable. Upon approval of an Absence, you will provide ongoing Absence management services, assist with return-to-work needs, and communicate decisions and status updates with customers and Clients. This is a fast-paced job where attention to detail is critical. Above all, your customer service is critical to your success.
In this role, you will:

• Execute on all defined quality metrics customer performance guarantees.
• Talk directly with our customers about New york life's health programs to keep them engaged, improve their health and help them return-to-work sooner.
• Learn and apply New york life Group Operations and Corporate Compliance, Policies and Procedures and best practices.
• Pay all covered Absences accurately and timely and adhere to standard timeframes for processing mail and tasks.
• Complete ongoing trainings associated with the role and business unit objectives.
• Communicate with customers and Clients to gather information regarding the customers Absence and eligibility for benefit payments.
• Reach out to customers, clients and providers on Absences where additional information is needed. Respond to various written and telephonic inquiries regarding: eligibility, approval/denial determinations, and Absence status.
• Manage all Absence requests within appropriate service metrics.
• Make determinations regarding a customer’s eligibility within compliance timeframes.
• Work directly with clients and Vocational Rehabilitation Counselors to facilitate return-to-work plans.
• Manage an assigned desk load of Absences through capturing medical information, managing certifications, applying appropriate provisions, following legal guidelines, and leveraging expert resources.

To qualify, you have:

• Ability to manage multiple and changing priorities
• Ability to work with a sense of urgency and be a self-starter with a customer-focus mindset
• Effective interpersonal, written and verbal communication skills
• Ability to build and maintain effective relationships
• Strong critical, analytical and investigative skills; ability to gather information, analyze facts, and draw conclusions
• Proficiency with MS Word & Outlook applications is required
• Must be technically savvy with the ability to toggle between multiple applications and/ or computer monitors simultaneously
• HS Diploma or GED required. Bachelor’s degree strongly preferred
• One year minimum of professional experience strongly preferred
• Excellent planning, time management and organizational skills

To be considered a top candidate, you also have:

• Proven track record of successfully driving results in a complex matrix environment
• Knowledge of legal liability, insurance coverage and medical terminology
• Prior experience administering FMLA and/or State Paid Leaves
• Strong negotiation skills

Future Career Growth:
People are our best asset, and to become a leading global health service company we need to ensure we have the right talent in every role. We encourage internal career development and the opportunity to work in different areas of our business.
Our culture supports employees being the drivers of their careers. Individuals can choose to grow vertically within the organization into roles that include management responsibilities and working directly with senior leadership, such as a Team Leader or Operations Director. They can also choose to explore other opportunities within New york life, like Project Management or Sales & Account Management.
Salary range: $37,500-$57,500
Overtime eligible: Nonexempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Click here to learn more about our benefits . Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.
Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation . We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn , our Newsroom and the Careers page of www.NewYorkLife.com .
Job Requisition ID: 89312