Job Information
Bright Horizons LOA Specialist - Remote in Newton, Massachusetts
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.
What you will be doing:
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 as needed 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
Team / Culture
Ensure that all Bright Horizons' policies and procedures are followed and that employees are treated fairly in line with policies and our HEART Principles.
Supports peers in the Solutions Center by sharing knowledge, information, and best practices.
Provide expertise and guidance to their HR Solutions Center team.
What we hope you will bring to this role:
Bachelor's Degree - Required
2+ years of customer service experience - Required
2+ years experience partnering with third party vendor for benefit and/or LOA administration - Preferred
Would relevant experience be considered in lieu of applicable degree?
Yes
Minimum additional years of experience that would be considered in lieu of the applicable degree:
3 years
Additional Job Requirements
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.
Compensation Range:
The annual salary range for this role is: $50,000 to $60,000.
The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
Life at Bright Horizons:
Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.
Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.
HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?
Contact us at bhrecruit@brighthorizons.com or 855-877-6866
Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and EEO – Spanish (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeosp.pdf) along with information on the Family and Medical Leave Act (FMLA) (https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf) and Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf) .
Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.