Absence Management Case Manager - Leave Administration

Absence Management Case Manager - Leave Administration in Dallas, Texas, United States of America | Corporate Careers at Southwest

• Serve as a single point of contact for an Employee throughout the entire absence management process
• Manage appropriate caseload independently and efficiently from end-to-end dependent on functional area
• Serve as liaison between third-party administrators, vendors, SWA Operation, Employees, and other internal Teams that may need to be engaged
• Provide hands-on operational support, potentially including handling of escalations and complex case issues in conjunction with Leaders, HRBPs, Labor, Legal, Nurse Case Manager, or the adjuster
• Educate Internal and External Customers by providing guidance, coaching, and recommendations regarding the Accommodations, Leave Administration and Worker’s Compensation processes, and procedures as it relates to guidance provided by the governing federal and state regulations
• Partner with Legal, Labor, or other stakeholders to interpret policies and/or CBA articles as they relate to Leave of Absence should the CBA or GFE be silent
• Leverage continuing education professional designations/licensure; to stay informed on case law and collaborate with the appropriate stakeholders to recommend changes in SWA practices
• Act as “Brand Ambassador” to ensure that People Absence Management Program remain best-in-class while providing white glove customer service
• Determine eligibility and interpret policies for Leave of Absence, including but not limited to FMLA, State-specific related leaves, parental leave, jury duty, bereavement, & military leave in accordance with the governing federal and company policy or CBA
• Ensure compliance with standard work, federal/state regulations, and company policy while leveraging guidelines, best practice tools, and resources to support oversight of absences and a safe and timely return-to-work process
• Facilitate a smooth return to work and ramp-back plan for Employees returning to the workplace
• May perform other job duties as directed by Employee's Leaders

• Process improvement mindset & commitment to customer service excellence
• Exceptional teamwork and interpersonal skills; enjoys working with multiple customers; is enthusiastic, positive, and customer oriented professional
• Handle sensitive information in a confidential manner with high integrity and discretion while ensuring HIPPA Compliance
• Strong oral and written communication skills to interact with claimants clearly, concisely, and persuasively
• Advanced analytical skills to resolve problems quickly and to continually review and change practices for maximum efficiencies
• Ability to work in a fast-paced environment with short deadlines
• Advanced knowledge of state and federal laws concerning leave types
• Ability to identify current or future problems or opportunities; analyze, synthesize and compare information to understand issues; identify cause/effect relationships; and explore alternative solutions that support sound decision-making
• Ability to interpret policies, contracts, and regulations as they apply to Absence Management
• Ability to demonstrate high emotional intelligence in sensitive situations

• Fly for free on any open seat on all Southwest flights
• 401(k) with Company contributions up to 9.3%
• ProfitSharing contribution
• Competitive health insurance

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.