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. Mass General Brigham 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.
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, HR, and other customers and external parties regarding processes and policies through phone, email, case management, and chat. 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 employees, managers and HR generalists. • Provide instruction to employees, department managers and HR generalists on appropriate procedure for leaves • Work closely with occupational health staff on status of leaves • 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 • Instruct timekeepers on appropriate time reporting during leaves utilizing applicable policies • Provide ad hoc reporting to departments and HR • Communicate with customers and provide timely follow-up to questions, concerns and issues • Participate in various leave and benefit projects as assigned. • Lead reconciliation processes to assure vendor records and Partners records are synchronized • Provide analytical and production support for leave records • Review administrative processes, recognize problems and establish documented corrective action • Research leave issues and regulations • Research individual employee issues and problems requiring leave interpretation; recognize system problems and propose solutions. • Vendor interactions to ensure accurate payments of disability benefits • Support for annual open enrollment process • Provides analytic, project and system support to H&W Operations Supervisor and Benefit Operations Manager • Perform special benefit projects as necessary, such as preparation and presentation of benefit comparisons between entities. • Communicate with customers and provide timely follow-up to questions, concerns and issues. • Provide back-up support to Benefit Operations staff during busy seasons, vacations and other times as requested • Work closely with Sr. Leave Coordinators on various leave issues • Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier three for resolution as appropriate • Serve as a specialist, able to handle escalated cases from customer service analysts and provide feedback to HR Service Center • Perform additional responsibilities such as managing knowledge articles or participating in special projects • 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 escalated issues 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 Partners' 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 • Participate in and help drive scheduled and ad hoc training to improve policy and process acumen
• Local to the Boston Area • 2+ years of related leave administration, HR, or other benefit experience • Bachelor's degree or relevant professional experience • 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 and 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 • 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 Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
Internal Number: 3137592-1435_1607615289
About MGH Institute of Health Professions
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).