Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.
As part of the Disability and Leave Services (DLS) team, you will coordinate disability and family leaves for all faculty and staff, until they return to work. This position works closely with third party vendors for oversight and facilitation of all leaves; clearly communicating with employees and local HR partners as they navigate complex disability and family leave processes. This includes, but is not limited to, case management, performing payroll transactions, answering questions about Disability, Family Medical Leave, Maternity/Paternity Disability Leave, FMLA, Workers’ Compensation, Return To Work, and Americans with Disabilities Act (ADA) issues.
Success in this role means working well in a fast-paced, high-volume environment, possessing strong problem-solving skills, having high emotional intelligence, and communicating complex matters in a clear and friendly manner. The ideal candidate we’re looking for is a seasoned practitioner in disability benefits, payroll, and timekeeping administration, and a strong background in case management- handling many cases simultaneously (100+), possessing strong analytical skills, and verbal and written communication skills.
A hybrid work arrangement is applicable for this position (a combination of onsite and work from home). The number of days may occasionally fluctuate subject to business needs, but the expectation is that this position will be onsite a minimum of 2 days/week.
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.
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.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
