Do you provide exceptional customer service and case management with customers and vendor partners? Do you have experience with Short-Term and Long-Term Disability Leaves?
If so, Stanford University is hiring a new Disability and Leaves Services (DLS) Specialist and would like to learn more about you.
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. Success means clearly communicating with employees and local HR partners as they navigate through complex disability and family leave processes. This includes, but is not limited to case management, performing payroll transactions, answering questions and provide guidance about Disability, Family Medical Leave, Maternity/Paternity Disability Leave, FMLA, Workers' Compensation, Return To Work and Americans with Disabilities Act (ADA) issues.
Facilitate the daily administration of disability and leave programs and associated administration processes; serve as a Disability and Leave (D&LS) expert to assist faculty, staff, and HR teams university-wide.
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.
Education & Experience Bachelor's degree and 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.
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
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.
* - 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.
Occasional work on evenings and weekends.
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, http://adminguide.stanford.edu.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Additional Information
Location: Human Resources Services, Redwood City, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford University is an ...equal opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.