Description

UPMC's Workpartners group is seeking a Team Lead for their Absence Management team! 
The Team Lead, Absence Management is responsible for workflow of five or more absence professionals. The Team Lead will provide support and assistance to administer absence management programs, with an emphasis on delivering an exceptional customer experience to absence clients. Team lead will seek performance improvements and ensure compliance through periodic quality review audits and metric review. Team lead will be a subject matter expert and resource for employees, supporting absence management programs and support to new employees during onboarding. Team lead works directly with supervisor to manage daily operations within the department and meet all departmental goal and objectives. Position maintains a high level of interaction with internal departments to develop an integrated absence management program. Additionally, Team Lead should be able to fulfill all the major duties of a Absence Specialist.

Preferences: Leading by example, training and documenting processes, performance management, Business Agility, Excellent Multitasking skills and customer service/empathy skills. Success and ownership with change management and communication of change.

This role is mostly work-from-home but may be required to come into the office occasionally, as needed. 

Responsibilities:

• Maintain a positive work environment through employee recognition and interaction.
• Assist in the resolution of difficult claim requests; provide subject matter expertise on federal regulations and accept escalated calls from team members.
• Provide backup and team support during supervisor?s absence.
• Participate in team meetings and provide information to team members in a timely manner.
• Participate and develop on demand client trainings to facilitate ongoing understanding and knowledge of the regulations and client specific policies.
• Support Supervisor in the analysis of absence patterns and issues to be reviewed with clients. Provide recommendations to address opportunities.
• Assist in the generation of client on demand reports such as open case lists and reports of employee usage.
• Provide mentoring support to peers when dealing with challenging leave issues such as extended time away from work, complex medical diagnoses and recertification issues.
• Assists in the identification of recommendations to positively impact the efficiency and quality of service delivery.
• Assist with the counseling process as requested.
• Participate in interviewing, hiring and training of new team members.
• Serves as the escalated communication link for all parties involved in absence program including employees, client company representatives, health care providers, union officials, and other UPMC or Workpartners professionals.
• Assist in the development/enhancement of policies and procedures. Monitor and refine workflows to facilitate communication and teamwork between departments.
• Maintain reporting to identify root cause of potential or existing performance problems.
• Ensure program compliance through periodic quality review audits.
• Monitor case assignments, overdue ToDos and other key performance metrics. Identify outliers and address performance gaps.
• Support staff performance indicators through feedback, recommendations and development of action plans to meet customer service standards.
• Team Lead supports leadership and administration of all leave requests to ensure quality customer service for all Work Partners' clients, while maintaining a working caseload, in coordination with customer policy.

Qualifications

• Bachelor's degree (concentration in HR or business preferred) or equivalent experience required.
• Minimum 4 years of absence claim administration required
  • Or 2 years of internal Workpartners Absence Specialist experience required (Time as Leave or Disability Specialist is equivalent).
• Demonstrated leadership experience required.
• Experience leading by example, training and documenting processes, performance management, Business Agility, Excellent Multitasking skills and customer service/empathy skills. Success and ownership with change management and communication of change.

Licensure, Certifications, and Clearances:

• Act 34


• UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

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Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.