Absence Management Specialist (Call Center)

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

** This is call center environment and the shift is 9am to 6pm Central

Summary

The Absence Management Specialist role serves as the primary point of contact supporting employee inquiries on Us and Canada federal, state and provincial leaves, military and company leaves. Support will be provided over the phone, email and the leave platform. Specialists will be expected to exercise independent judgement and problem-solving skills to address inquiries regarding leave plans and processes accurately and in a timely manner.   

The role provides assistance throughout the US and Canadian leave life cycle, from the initial request for leave, advising employees on eligible leave types, ensuring receipt of relevant documentation, leave determination in accordance with the relevant policy, monitoring leave duration, providing timely and accurate responses, and escalating as appropriate.  

Responsibilities

• Acts as the primary point of contact for all leave of absence requests, assisting employees with leave questions, guiding them through the process, and problem-solving triage.
• Handle the leave administration process from the initial notice of the need for leave to the return to work.
• Complete eligibility decisions during intake, and gather pertinent data when necessary from the employee, Workday, and AbsenceTracker.
• Review leave of absence documentation for accuracy and completeness, and process according to established procedures, including sending required notices and eligibility letters.
• Approve or deny requests for leaves of absence based on guidelines and company policies.
• Perform leave follow-ups as required, including recertification of health condition, intermittent and concurrent leave tracking.
• Manage the return to work process and support coordination of the return to work with accommodations with customer HR.
• Provide top quality customer service and guidance to the customer's employees, managers, and HR, regarding leave of absence cases.

Competencies

• Preserves confidentiality of employee medical documentation with an understanding of HIPAA requirements.
• Demonstrated critical thinking, strong attention to detail, and problem-solving skills.
• Curious-minded, self-motivated, and results-oriented with the ability to be proactive and take initiative.
• Customer-focused.
• Effective and clear communication skills via telephone and email.

Qualifications

Required

• 3+ years demonstrated Leave of Absence case management experience required.
• Knowledge and experience managing US federal and state leave laws.
• Knowledge and experience managing Canada federal and provincial leave laws.
• Experience with customer service technologies (telephony, email, case management) required.
• Ability to identify and resolve problems in a timely manner; appropriately gather and analyze information and apply creative talents to problem solving.
• Able to quickly and accurately research issues and propose appropriate leave recommendations.
• Excellent customer service and communication skills to answer questions tactfully and resolve difficult situations with customer employees.
• Demonstrated organizational skills including ability to prioritize workload, balance conflicting priorities, and attention to detail.

Preferred

• Prior HR service center experience preferred.
• Experience with Workday preferred.
• Experience with AbsenceTracker leave platform preferred.
• Certified Leave Management Specialist (CLMS) certification a plus
• Self-directed management of work and results
• Flexible in a changing environment
• Workday leave of absence experience a plus
• Proficient in Microsoft Office Suite (Outlook, Word, Excel)

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.