Leave of Absence Analyst - HR Customer Service Center

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

The Leave of Absence Analyst is responsible for overseeing and analyzing all leave programs, including FMLA, short-term disability, long-term disability, parental leave, and other statutory or company-specific leaves. This role ensures compliance with federal and state regulations, provides accurate reporting, and partners with internal and external stakeholders to deliver a seamless leave experience.

• Leave Administration:
  Serves as the subject matter expert for the leave of absence programs managing escalated and complex issues. Coordinates with management and legal counsel where applicable.
• Counsel and advise management and teammates on leave-related matters and ensure compliance with applicable laws and company policies. Coordinate with third-party administrators and insurance providers to ensure timely and accurate handling of claims. Process leave requests, track eligibility, and maintain accurate documentation.
• Service Now Case Management:
  Review leave cases for trends in inquiries. Once trends are found, should solve for by working with the HR Service Delivery team for solutions. Research and responds to leave inquiries from teammates and leaders on leave eligibility, benefit plan eligibility, timesheets, and other general leave inquiries.
• Coaching and Mentoring:
  Provide guidance to HR Service Delivery Advisors, Benefit Specialists, and Leave Specialist on leave processes and compliance requirements. Share best practices and offer feedback to improve team effectiveness.
• Data Management and Reporting:
  Review and analyze leave reports to identify trends, gaps, and opportunities for process improvement. Address findings proactively and recommend actionable enhancements. Deliver data-driven insights to leadership to support strategic decision-making.
• Exceptional Customer Service:
  Deliver professional, reliable, and exceptional teammate support to all inquiries, exhibiting a customer-centric approach and ensuring high satisfaction levels. Address inquiries promptly and effectively, demonstrating active listening and empathy.
• Service Recovery:
  Lead service recovery efforts for calls/cases that require additional outreach due to incorrect or incomplete information provided. Engage with teammates and stakeholders to resolve any issues, demonstrating a commitment to resolving concerns.
• Process Improvement Evaluation:
  Identify areas for process improvement within leave administration. Collaborate with peers and management to implement changes that enhance efficiency and teammate experience. Help to develop Knowledge Base Articles (KBAs) and response templates to help educate teammates of benefit options and to enhance teammate understanding of benefits.
• Project Management:
  Actively participates in projects designed to increase efficiency and promote teammate experience.
• Training Material Development:
  Develop training modules, SOP's, guides, and reference materials that cover Leave processes, policies, and customer service techniques. Design and deliver training sessions for leaders, HR Business Partners and teammates to ensure consistent understanding and application of leave policies, processes and compliance requirements.
• Open Enrollment:
  Assist and support Open Enrollment annually.
• Confidentiality and Data Security:
  Handle sensitive teammate information with the utmost confidentiality and adhere to data security protocols. Ensure compliance with data protection regulations and company policies.

• Bachelor's degree or equivalent required.

• None required.

• If a Bachelor's degree:
  No prior experience required.
• If an Associate's degree: two (2) years of relevant experience required.
• If a High School diploma or GED: eight (8) years of relevant experience required.

• Strong knowledge of FMLA and other federal/state leave regulations.
• Excellent organizational skills, strong attention to details, and process oriented.
• Excellent communication and interpersonal skills.
• Excellent analytical, organizational, and communication skills.
• Proficient with excel and possess the capabilities of being able to complete V-Lookups to obtain data when needed.
• Demonstrated ability to maintain a confidential work environment,…