Location: This position is fully remote. Required Experience: A minimum of 2–4 years of Leave of Absence (LOA) experience is required. Please note that candidates who do not have LOA experience will not be selected for an interview. ESSENTIAL FUNCTIONS • Represents BCInsourcing as an ambassador to our client by cultivating effective business relationships and maintaining rapport with all case partners and the client’s employees • Serves as a liaison between the client’s Human Resources department, employees, BCInsourcing, benefit carriers, and leave of absence vendors • Develops a detailed understanding and in-depth working knowledge following the client-specified leave program in alignment with the client’s benefit plan and policy and applicable leave laws including FMLA, ADA, USERRA, HIPAA, Pregnancy Discrimination Act, Executive Order 13706 and CBAs • Creates and maintains a proactive environment by regularly coordinating with the client’s Leave Manager and other appropriate parties including the Supervisor when recognizing an accelerated issue or unusual matter to ensure it is resolved thoroughly and accurately • Advises employees regarding information and answers questions related to their leave status and disability benefits and immediately escalates and refers any cases that result in adverse employment action • Provides a variety of leave service support; based on client needs, duties may include (but are not limited to) the processing and support of leave of absence and return-to-work requests; direct billing, waiver of premium, and arrears management; timekeeping and coding support; termination and reinstatement of benefits; auditing and reporting of leave data and metrics; disability claim support • When applicable, supports, responds to benefits communication inbox and/or contact center while meeting HIPAA and quality assurance standards set by the client and BCInsourcing • Investigates and resolves leave-related concerns, including enrollment, deduction, billing, and claim issues • Responds to employee and carrier inquiries in a timely and accurate manner • Accurately tracks employee services and client support in appropriate systems while maintaining HIPAA and Employee Privacy guidelines REQUIRED EDUCATION AND EXPERIENCE • High School Diploma/GED equivalent and/or related work experience equivalency • Two years of experience administering the life-cycle of leave of absence process • Proven professional user experience operating in a HRIS payroll/benefit system, or Client Relationship Management (CRM) system • Professional experience demonstrating client service skills while multi-tasking and working with strict deadlines • Demonstrate self-driven outcomes with little supervision • Proven professional experience following a step-by-step process while using deductive reasoning to produce positive outcomes PREFERRED EDUCATION AND EXPERIENCE • Higher education or equivalent combination of education, training, and experience in leave of absence • Working knowledge of benefit insurance products, including core and/or voluntary benefit insurance • Working knowledge of California Leave of Absence provisions