Case Manager with Italian and English – 12-month

4 weeks ago

Prague, Hlavní město Praha, Czech Republic Amazon Full time

Job Summary: The Disability Leave Services (DLS) Case Manager provides case management for all types of leave of absence and disability life events, serving as a single point of contact for employees throughout the process.

The DLS Case Manager is responsible for initiating and responding to inquiries about leave and disability events, benefits, and options available to employees. They will serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws, and benefit plans as defined by Amazon.

The ideal candidate will have experience in customer service or Human Resource management or Case management or Leave & Disability management role, with intermediate proficiency in MS Word, Excel, Access, Outlook, and PowerPoint. Very good proficiency in written and verbal in Italian (B2 CEFR) and English (B2 CEFR) is also required.

Key Responsibilities:

  • Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees
  • Serve as a point of contact for assigned employees to provide holistic case management services
  • Review medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws, and benefit plans
  • Leverage duration guidelines, best practice tools, and Amazon resources to support oversight of a leave event
  • Critically assess and adjust the case management plan to an employee's changing needs
  • Address and respond to sensitive situations
  • Troubleshoot issues and seek to remove barriers before, during, or after a leave event
  • Respond to employee-impacting issues that may arise during the leave event and ensure the right communication occurs
  • Identify and solve problems that may arise, sometimes with limited information
  • Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace
  • Educate managers and business partners on employee concerns and needs prior to being off or returning back to work
  • Communicate regular updates to employees and stakeholders both verbally and in writing
  • Ensure compliance with standard work, federal/state regulations, and company policy
  • Maintain system records to ensure accurate and timely information/documentation
  • Consult, coordinate, and partner with our third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members, and other departments/systems as appropriate

Basic Qualifications:

  • Bachelor's degree from an accredited university or equivalent experience
  • Experience in customer service or Human Resource management or Case management or Leave & Disability management role
  • Intermediate proficiency in MS Word, Excel, Access, Outlook, and PowerPoint
  • Very good proficiency in written and verbal in Italian (B2 CEFR) and English (B2 CEFR)

Preferred Qualifications:

  • Ability to apply critical thinking and identify issues for problem-solving
  • Ability to build strong relationships and influence others while working in a cross-functional environment
  • Strong time management and ownership of deliverables
  • Strong and demonstrated communication skills - verbal as well as written
  • Prior Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan
  • Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters
  • Experience working multiple projects or cases independently in an environment with changing priorities
  • Experience working with confidential information

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