Case Manager, S/L [S], Standalone

DESCRIPTION

This is a contractual role

At Amazon we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.

The DLS Case Manager provides case management for all types of leave of absence and disability life events. The DLS Case Manager is highly skilled in answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience. Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event.

This is an individual contribution (IC) role with no direct reports.

Essential 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, 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
• Leverage duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate
• 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
• Other duties as assigned

Key job responsibilities

The DLS Case Manager serving as the single point of contact for employees throughout their entire leave or disability experience.

Initiate and respond to inquiries regarding leave and disability events, benefits, and available options

Provide holistic case management including reviewing medical documentation and adjudicating leaves in compliance with federal/state laws, leave plans, and company policy

Leverage duration guidelines, best practice tools, and internal resources to manage leave events effectively

Assess and adjust case management plans based on employees' changing needs and circumstances

Address sensitive situations with professionalism and resolve barriers before, during, or after leave events

Identify and solve problems proactively, sometimes with limited information

Facilitate smooth return-to-work and ramp-back plans for employees resuming duties

Educate managers and business partners on employee needs related to leave transitions

Communicate regular updates to employees and stakeholders verbally and in writing

Maintain accurate system records and documentation in a timely manner

Ensure compliance with standard work processes, federal/state regulations, and company policy

Coordinate with third-party administrators, HR, Safety, Legal, Payroll, Benefits, and other departments as needed

This is an individual contributor (IC) role with no direct reports.

A day in the life

Daily activities include reviewing and adjudicating medical documentation, responding to employee and stakeholder inquiries, and updating case records in real time. Case Managers assess evolving employee needs, troubleshoot barriers, and coordinate with HR, Legal, Payroll, Safety, and third-party administrators to resolve issues. They communicate decisions, next steps, and status updates to employees and managers both verbally and in writing. Additional activities include facilitating return-to-work plans, educating business partners on leave-related processes, and ensuring all actions comply with federal/state regulations and company policy. Case Managers proactively identify risks, escalate sensitive situations, and apply best practice tools to drive timely case resolution

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent in a related field
• 2+ years of customer service experience, or Bachelor's degree in business, HR, or a related field
• Experience in direct customer support
• Knowledge of Microsoft Office including Outlook, Word, and Excel

PREFERRED QUALIFICATIONS

• Master's degree
• Experience working with and protecting confidential and sensitive HR information
• Experience with process improvement and stakeholder management
• Experience and knowledge in Six Sigma belts and process improvement initiatives.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.