• The Sr. Manager is a high level of customer service role, managing a staff of Absence & STD specialists who work with employers, employees and health care providers to administer an integrated Family and Medical Leave Act (FMLA) rights and responsibilities, Paid Family Medical Leave, Paid Family Leave, and Short-Term Disability claims. • I am the subject matter expert for internal partners, clients and claimants and provides advice and counsel regarding leave administration and effectively coordinates all cases/claims in compliance with the FMLA and all related employment laws. • Responsible for the teams' performance and meeting the established operational area standards for the professional management of both routine and complex claims for Group Short Term Disability. • Assist in finalist presentations, the implementation of new business, and developing new business processes. Responsible for establishing and expanding partnerships within the company in order to develop and maintain an effective and integrated process.Possesses excellent Disability and Absence Management knowledge with demonstrated expertise in Federal/State FMLA, short-term disability, statutory disability plans, and ADA. We work within a team environment among a peer group and business partners with related subject matter expertise to service client needs related to absence, disability and accommodations.

Full scope DRMS managing integrated claims.

Manage approximately 5-10 analysts daily to ensure we are meeting our performance guarantees, and we are providing excellent customer service.Manage weekly performance guarantees ensuring our department is meeting the set goals. Conduct weekly meetings with the department to discuss action plans and trends. Meet monthly with senior leadership to discuss results and action plans.Conduct weekly meetings with the team to review metrics and provide updates, monthly 1x1 with analysts to work on the development and career success.Council member of Diversity and Inclusion group to ensure we are helping the department with diversity, courageous conversations, newsletter.Training new team leads on metrics, daily activates, reporting, and expectations.

Manage the daily tasks, activities, and performance of my team members. Lead and motivate my team by conducting regular stand-ups, monthly/quarterly, and one-on-ones.Ensure accurate and timely service in keeping with customer expectations, disability plan provisions, established procedures, and state and federal guidelines and regulations. Conduct audits to ensure that my team members meet or exceed every established service and performance guarantee for our client.Training and mentoring new hires, interviewing, acting as the primary contact for customer escalations, conducting team performance evaluations.

Administered client’s short-term disability benefits in addition to federal, state, and client’s company leave policies. Use my expertise to ensure that proper documentation and followed compliance to all applicable laws, regulations, and plans, including HIPPA, FMLA, as well as military, and company leave programs.Provided total claim management including reviewing guidelines for eligibility, obtained and reviewed medical evidence for claim decisions, composed, sent communications to employee and employer within appropriate periods, and resolved problems within the scope of authority. Provided support to clients working by set periods to meet quality assurance and client performance guarantees.

Took Inbound FMLA client resolution specialist, along with telephonic employee intake for FMLA.Review and determine the eligibility of FMLA leave, extension leave decisions, including denials and terminations.Ongoing client FMLA leave management, including reporting and processing intermittent leave requests, maintaining, facilitating the return to work process, canceling, and closing leaves.Collaborated with the VAST team to ensure a positive work environment, including coordinating team-building activities.