Leave Coordinator

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Position Summary:

The Leave Coordinator is responsible for the coordination and administration of the leave process which includes analytical, planning, reporting, technical, systems and project support. The Leave Coordinator will also help resolve concerns and issues from employees, managers, business partners, and other customers and external parties regarding processes and policies through phone and case management. This person will strive to meet all expected service levels and business performance goals, performing a full range of services and fully documenting all cases in the case management system.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines
• Provide guidance in interpreting leave policies, federal and state leave laws, & leaves covered under a collective bargaining agreement for customers.
• Provide instruction to employees, department managers and other customers on appropriate procedure for leaves
• Work closely with occupational health staff on return from leave process
• Process leaves in PeopleSoft system
• Develop and send applicable letters to employees detailing the status of their leave application and leave implications (pay, benefits, return to work, etc.)
• Maintain accurate records of employees on leaves
• Perform payroll activities to support the leave timekeepers (e.g. review reports, update payroll database, input time in the Kronos system)
• Instruct timekeepers on appropriate time reporting during leaves utilizing applicable policies
• Communicate with customers and provide timely follow-up to questions, concerns and issues
• Participate in various leave projects and training as assigned.
• Provide analytical and production support for leave records
• Research leave issues and first level escalations
• Research individual employee issues and problems requiring leave interpretation; recognize system problems and propose solutions.
• Vendor interactions to ensure accurate payments of disability and MAPFML benefits
• Work closely with leave assistants, sr. leave specialists and team leave on various issues and projects
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to team lead for resolution as appropriate
• Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high quality services that meet or exceed customer expectations
• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns
• Fully document all cases in case management application, establish / update processes as necessary
• Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality
• Assist and encourage users to make effective use of self-service options, empower them to solve inquiries
• Ensure compliance with Partners’ policies and procedures
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences
• Continually improve and be adaptable to changes in people, process, or technology platforms as they occur
• Participate in scheduled and ad hoc training to improve policy and process acumen

QUALIFICATIONS:

• 2+ years of related leave administration, HR, or other benefit experience
• Bachelor’s degree or relevant professional experience preferred
• Experience in the healthcare industry and shared services/internal service delivery role preferred
• Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case / knowledge management

SKILLS/ABILITIES/COMPETENCIES:

• Highly motivated, team focused, and results oriented; ability to work effectively in a fast-paced, self-directed team-based environment
• Ability to assess situations, think critically and problem solve
• Strong verbal and written communication skills; including the ability to guide others
• Strong organization skills, attention to detail and follow through
• Strong ability to multi-task and handle multiple tasks
• Excellent interpersonal skills both in person and over the phone
• Demonstrated ability to deliver on customer satisfaction
• Ability to protect the privacy of individuals and the confidentiality of employee and applicant information

WORKING CONDITIONS:

• Full Time
• Remote Work. Travel to affiliates may be necessary.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.