Case Mgr (CRT) [S]

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 paving 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

Basic Qualifications

Bachelor’s degree or equivalent

2+ Years of experience in customer service or Human Resource management or Case management or Leave & Disability management role

Intermediate proficiency in MS Word, Excel and Outlook

Preferred Qualifications

Master’s degree

Experience handling confidential 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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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