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Disability & Leave Specialist 2

1 month ago

Palo Alto, United States Stanford University Full time

JOB PURPOSE: Facilitate the daily administration of disability and leave programs and associated administration processes; serve as a Disability and Leave Services (DLS) expert to assist faculty, staff, and HR teams university-wide. CORE DUTIES*: Provide customer service responses by applying information, tools, processes, and subject matter expertise to client inquiries/service requests via phone, computer-based chat, email or in-person. Provide information or work solutions via web-based tools that can direct clients to self-service. Monitor incoming work queues; select highest priority work; maintain volume of output to department standards. Monitor, report on and complete all phases of case management support at an expert level with minimal supervision; ensuring issues are coordinated, logged, tracked, and resolved appropriately (e.g. changes in disability status, hours and compensation). Diagnose problems of high complexity, with little guidance (e.g. LTD eligibility and benefit calculations). Provide answers, or solutions on issues that may impact the employee on leave, the plan administrator, or the HR business partners. Coordinate resolution of escalations and solutions that require extra processing or research with team lead. Collaborate with team lead, supervisor, other departments, or vendors to resolve issues. Participate in the design and revision of department communications and work processes. May manage small-to-medium functional projects (e.g. system testing, process improvement). Contribute to larger projects. May participate in compliance audits. Train and coach peer specialists and those with less experience on how to perform core duties. Represent University HR to Stanford on disability programs, policies, or initiatives at workshops, presentations, or in one-on-one meetings with employees, faculty and HR clients. Interact with HR professionals at all levels. *The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned. MINIMUM REQUIREMENTS: Education & Experience Bachelor's degree or four years of relevant benefits experience or combination of education and relevant experience. Knowledge, Skills and Abilities Strong customer service experience and a proven ability to meet performance standards. Strong problem solving, analytical and decision making skills. Strong organizational and case management skills. Demonstrated ability to maintain confidentiality and effectively handle highly sensitive and personal information with sound judgment, tact and discretion. Ability to work independently. Ability to interpret the various health or disability plans and associated documentation. Excellent written and verbal communication skills; ability to communicate complex benefit concepts in an understanding and empathetic manner. Uses authority, knowledge and judgment to respond to complicated requests. Presentation and public speaking skills. Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint); PeopleSoft preferred. Knowledge of employee benefits programs and the relevant laws and regulations that govern them, including medical, dental, vision, life, short and long term disability, COBRA, ERISA, cafeteria plans, flexible spending accounts, and retiree medical benefits. Certifications and Licenses None PHYSICAL REQUIREMENTS*: Frequently stand/walk, sit, perform desk- based computer tasks, use a telephone, and grasp lightly/fine manipulation. Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork. Rarely kneel/crawl. * - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job. WORKING CONDITIONS: Occasional work on evenings and weekends. WORK STANDARDS: Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations. Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

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