Leave & Accommodation Advisor

Leave & Accommodation Advisor

The Leave & Accommodation Advisor is responsible for delivering operational excellence and a high-quality partner experience across an assigned book of business within Com Psych's partner operations. Reporting to the Senior Manager, Absence Partner Operations, the Advisor serves as the primary operational point of contact for Human Resources (HR) partners on leave and accommodation matters, owning the meeting cadence, surfacing insights from claims and case data, and ensuring partners can interpret outcomes and act with confidence.

This role pairs deep subject-matter expertise in the Family and Medical Leave Act (FMLA), state leave laws, and the Americans with Disabilities Act (ADA) accommodation process with strong client-facing judgment. The Advisor understands how leave and accommodation decisions surface on partner data feeds and reporting, translates those outcomes for HR partners, and partners closely with account management to drive client satisfaction, retention, and program optimization.

The successful candidate is curious about and comfortable applying data, technology, and emerging artificial intelligence (AI) capabilities to improve operational performance and the partner experience.

Partner & Client Relationship Management

• Serve as the primary operational point of contact for HR partners on leave and accommodation matters across an assigned book of business, delivering a responsive, high-quality client experience.
• Own and lead the operational meeting cadence with HR partners, setting agendas, facilitating discussions, documenting action items, and following through on commitments.
• Partner with account management on strategic account activity, serving as the operational, leave, and accommodation subject-matter expert in joint client-facing engagements.
• Act as the first point of escalation for operational, claims, and accommodation concerns, driving timely resolution and clear communication.
• Build trusted, long-term relationships with partner stakeholders that strengthen retention and program value

Operational Excellence

• Ensure consistent achievement of service, quality, productivity, and compliance objectives across the assigned book of business.
• Respond to HR partner inquiries on claims and accommodation status within established service-level agreements (SLAs), providing prompt acknowledgment and resolution.
• Monitor operational performance through data analysis, reporting, and key performance indicators (KPIs) to inform decisions and prioritize work.
• Prioritize and organize daily responsibilities to meet all deadlines across a high-volume book of business.
• Drive proactive issue resolution and risk mitigation to ensure uninterrupted service delivery.

Subject Matter Expertise & Partner Enablement

• Serve as the subject-matter expert on Com Psych operational leave and accommodation processes, including the Family and Medical Leave Act (FMLA), state leave laws, and the Americans with Disabilities Act (ADA) interactive and accommodation process.
• Maintain current knowledge of client-specific custom plan provisions, leave policies, and eligibility rules to provide accurate, consistent guidance.
• Understand how leave and accommodation actions, approvals, denials, return-to-work (RTW) dates, extensions, appeals, and accommodation determinations translate into downstream data and appear on partner-facing feeds and reports.
• Act as the partner's guide to interpreting feed and report data, helping HR partners understand what each data point means and how to act on it.
• Mentor and guide specialists and operational team members, sharing expertise to raise consistency and quality across the team.

Continuous Improvement & Transformation

• Identify patterns, anomalies, and emerging trends within leave and accommodation data, and proactively surface insights to partners and internal stakeholders.
• Recommend training opportunities and process updates to the operations team to improve quality and consistency.
• Contribute ideas that simplify workflows, reduce manual effort, and improve service outcomes.
• Champion a culture of continuous improvement and customer-centricity.

AI & Intelligent Operations

• Apply data, predictive insights, and emerging AI capabilities to anticipate partner needs, surface risk earlier, and resolve issues before they become escalations.
• Identify opportunities where AI and automation can improve leave and accommodation workflows and contribute to operational redesign efforts led by the Senior Manager.
• Share lessons learned to help scale effective AI-enabled practices across partner operations.

Governance & Compliance

• Ensure operational adherence to all regulatory, contractual, and organizational requirements.
• Maintain accurate documentation and follow controls, policies, and procedures that support quality, compliance, and risk management.
• Support audit readiness efforts and address compliance-related concerns proactively.
• Demonstrate respect, sensitivity, confidentiality, and…