• Operates as an advocate for the accommodations process by providing on-going consultative support to site stakeholders and accommodation specialists with a focus on problem solving and creative solutions• Pursues return-to-work management and collaboration with leave case managers and disability vendors to ensure effective administration of the program• Provides consultation and coaching regarding accommodation matters to designated regional HR partners, managers and employees• Provides information, referral, and support to employees with medical conditions or disabilities (both occupational and non-occupational), supervisors, Human Resources, and other partners at an escalated level to support employee retention efforts• Facilitates escalated communication between stakeholders, employees with disabilities, as well as Leave of absence, STD, LTD and Workers Compensation stakeholders• Coordinates with DLS Management and Legal on escalated issues as appropriate• Manages sensitive cases such as Behavioral Health conditions• Assists Human Resources and department supervisors in identifying essential and marginal functions of employee positions• Assists employees in understanding their restrictions and limitations and their legal rights and responsibilities• Maintains strict confidentiality in verbal and written communications• Maintains knowledge on legislation and national, state and local issues affecting access for employees with disabilities• Documents and maintains up-to-date case records and notes of appropriate and accurate information on the computer database• Assesses business unit’s training needs and/or group training sessions as appropriate• Provides professional opinion and actions taken on behalf of disabled employees in formal grievances, arbitration, depositions, and other forums as requested

• Administered vaccine exemptions for religious and medical accommodations • Performed timely and comprehensive case management by engaging in the interactive process with employees seeking reasonable accommodations based on disability, medical condition, and religious beliefs.• Resolved issues and coordinated with employees, HRBPs, managers, legal etc. to explore alternatives and provide employees with reasonable accommodations.• Identified and implemented proposed accommodations that are fair to employee and the organization.• Documented the interactive process and communicates accommodation outcomes• Managed requests for extensions of accommodation timeframes and the appeal process for denied accommodations• Monitored temporary and ongoing accommodations with defined check points and an end date.• Provided guidance and educate employees, managers, and HR on complex aspects of reasonable accommodations and the deferral process.• Maintained information/documentation in case management system to track and ensure accurate and timely case management.

• Managed Covid Relief Program in accordance with CDC and FFCRA guidelines• Effectively coordinated all leave cases to include general administration, comprehensive care management, and program compliance with the FMLA and ADA. • Collaborated with the legal department to review the status of sensitive cases and developed legally bound strategies for a mutually beneficial resolution • Maintained all administrative aspects of leave to include tracking hours, available leave entitlements, and payroll • Administered the return to work process including the timely and accurate entry of return to work dates into the HRIS system.

• Engaged in the interactive process to ensure accommodations are administered accordingly in an effort to mitigate risk • Maintained all requested FMLA, accommodations, statutory leaves, and other company provided leave of absences• Ensured accurate and timely documentation is completed including tracking the entirety of the leave of absence• Met with team members regarding their requested leave and the approval or denial of such leaves• Maintained open communication with employees regarding their return to work status• Responded to and resolved escalated leave of absence matters• Provided employee leave history, absence trends, ect. to all stakeholders• Maintained knowledge of all state and federal laws including Molina Healthcare personnel policies

• Advised and coached managers and employees in the application and interpretation of hospital policies, labor union contracts, and employee relations • Facilitate new hire orientation• Ensured alignment of Dignity Health corporate objectives• Maintains in-depth knowledge of legal requirements ensuring regulatory compliance• Track and answer employee questions relating to LOA’s, payroll, PTO, and STO• Answer employee questions related to policies, procedures, and benefits• Maintain database for required employee licenses and certifications• Implement and coordinate service milestone program• Scan and maintain all employee files• Perform administration duties for HR department such as HRIS, employment verification, and tuition reimbursement

Increased member satisfaction by 23%Audited recorded calls from domestic and global customer care professionals for proper tone, accuracy of information presented, and overall quality Provided one-on-one feedback and coaching to representativesReporting error trends to management and training teams to improve process improvementsCollaborating with management on process improvement initiatives Developed and facilitated training for new hire customer services representativesResponded to escalated supervisor callsAssisted members, providers, and clients regarding eligibility verifications, explanation of benefits, coordination of benefits and claim inquiriesDelivered training for new hire customer services representativesInteracted with internal customers to schedule and implement training sessionsAssisted the training development team of material as required Resolved escalated supervisor calls issues

Assisted incoming callers regarding dental and/or vision benefits and eligibilityInformed members and provider offices regarding policies and procedures Identified and recorded complaints and unsatisfactory trends in the computer systemProvided administrative support for the director and management