Leave Administration Assistant
Mass General Brigham

About Us
As a not-for-profit organization, Partners HealthCare 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, Partners HealthCare 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 Partners HealthCare 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.

GENERAL SUMMARY/ OVERVIEW:

The Leave Assistant is responsible for day-to-day administrative tasks that supports the overall employee leave experience. The leave assistant will work closely with the leave specialists and provide first level resolution on inquiries. 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.

PRICIPAL DUTIES AND RESPONSIBILITIES:

• Manage the shared MGB LOA and MGB PHS State mailboxes

• Respond to requests/inquiries from the State and our disability vendor

• Provide first level issue resolution (how to apply for a leave, leave status updates, etc)

• Provide assistance to Team Lead(s) on gathering data and research for escalated issues and complex cases

• Manage digital faxes by creating new leave cases, processing returns, and uploading paperwork to appropriate place

• Perform weekly audits (e.g. overdue return dates, two week check-ins, parental leaves)

• Responsible for returning employees from leave status in PeopleSoft system based on Return to Work requests and Occ. Health clearances

• Send compliance letters (pending/deficiency/denial/failure to apply) and track deadlines

• Review weekly reports from disability vendor

• Respond to letter and form requests from employees on leave (i.e mortgage letters, disability forms)

• Assist with portal article review and maintenance

• Perform ad hoc projects as assigned by Leave Leadership

• Assist Leave Leadership with coordinating projects, meetings, and trainings

• Assist Leave Specialists with returning voicemails

• Takes minutes during team meetings

• Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines

• Communicate with customers and provide timely follow-up to questions, concerns and issues

• 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

• Partner with HR counterparts (in Shared Services and across institutions) to ensure all cases are resolved and service levels met

• 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 MGB's policies and procedures

• Work to continually improve and be adaptable to changes as they occur

• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences

Qualifications

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  QUALIFICATIONS:
  
  
  
  
  • A combination of education and experience may be substituted for requirements
    
  
  
  • 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
    
  • Highly motivated, team focused, and results oriented; ability to work effectively in a fast-paced, self-directed team-based environment
    

SKILLS/ABILITIES/COMPETENCIES

• 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

• Success implementing continuous improvement processes and exceeding key performance metrics

• Ability to protect the privacy of individuals and the confidentiality of employee and applicant information

EEO Statement
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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

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