Director of Operations, FMLASource

ComPsych ® Corporation is the world’s largest provider of mental health services and GuidanceResources ® for life . Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources ® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

In this role, you will be responsible for overseeing all aspects of absence management, including policy administration, call center operations, claims processing, and data analysis. You will provide strategic direction and leadership to multiple teams, ensuring exceptional service delivery and driving continuous improvement across the absence management function. You will play a key role in shaping strategic decision-making for claims and call center operations, collaborating with the VP to ensure alignment with overall business goals and strategic planning.

Primary Responsibilities

• Responsible for delegating work to FMLASource call center and claims service teams and ensuring the work is performed in an efficient, prompt, professional and accurate manner providing guidance when necessary
• Foster a culture of high performance and employee engagement.
• Develop and implement strategies to optimize call center operations, including call flow, staffing levels, and training programs.
• Oversee claims processing, ensuring timely and accurate adjudication of leave requests in accordance with company policies and legal regulations (FMLA, ADA, etc.).
• Develop and maintain strong relationships with internal stakeholders (HR, Benefits, Legal) to ensure seamless coordination across departments.
• Analyze absence trends and data to identify opportunities for proactive leave management and cost containment.
• Develop and implement continuous improvement initiatives to enhance the efficiency and effectiveness of absence management processes.
• Stay current on evolving legislative and regulatory requirements related to leave management.
• Serve as the voice of the business for absence management and call center, making strategic decisions on processes, workflows, and all operational aspects.
• Lead the development and implementation of operational service delivery strategies, ensuring a seamless and exceptional experience for employees on leave.
• The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
  
  

Job Qualifications

• Bachelor's degree or MBA in Human Resources, Business Administration, or a related field preferred.
• Minimum 7-10 years of experience in a leadership role within call center operations, claims processing, or absence management.
• Proven track record of success in driving operational efficiency and improving customer service metrics.
• Strong analytical skills and experience with data analysis tools.
• Ability to manage and motivate a team in a fast-paced environment.
• Demonstrated knowledge of leave management regulations (FMLA, ADA, etc.).
• Excellent organizational and project management skills
• Effective interpersonal, communication and leadership skills
  
  

Other Requirements:

• Must have high-speed internet and workspace free from distraction, disruption or noise
• Ability to be on camera when attending work related trainings, meetings and/or events
• Must be able to sit or stand at desk for prolonged periods of time while working on a computer
  
  

Benefits And Perks

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• Competitive pay with annual increases
  
  

EEO

ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.