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   Current UPMC employees must apply in HR Direct

Team Lead, Leave Management- Quality

  • Job ID: 873661395
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Health Plan
  • Department: Absence Management Admin
  • Location: , Work From Home
  • Union Position: No
  • Salary Range: $28.33 to $47.73 / hour

Description

The Team Leader of Leave Management will provide direction and leadership to 3 quality professionals. The Team Lead, Leave Management is responsible for oversight of quality control, management of results and delivery of analysis regarding service delivery success for the Workpartners Absence Management team. Team Leader will monitor workflows, seek performance improvements and drive compliance through regular quality audits and metric reviews. The Team Lead will be a subject matter expert in all areas impacting quality, and resource for employees supporting quality for absence management programs. Position will support new employees during their onboarding. Team lead works directly with supervisors of leave, disability, intake and vocational teams to support operations, identify improvement areas and needed metrics, to support departmental goals and objectives. Position maintains a high level of interaction with other internal departments to develop an integrated absence management program.

Responsibilities:

  • Team Lead supports leadership and oversight of quality review process to ensure quality customer service for all Work Partners' clients, while maintaining a working caseload, in coordination with customer policy.
  • Support staff performance indicators related to quality through feedback, recommendations and development of action plans to meet customer service standards.
  • Ensure program compliance through periodic quality review audits.
  • Maintain reporting to identify root cause of potential or existing performance problems. 
  • Assist in the development/enhancement of policies and procedures.  Monitor and refine workflows to facilitate communication and teamwork between departments. 
  • Participate in interviewing, hiring and training of new team members. 
  • Assist with the counseling process as requested.
  • Assists in the identification of recommendations to positively impact the efficiency and quality of service delivery.
  • Provide mentoring support to peers when dealing with challenging quality issues such as medical certification review consistency, adherence to deadlines and script adherence.
  • Assist in the generation of client on demand reports to deliver information on quality metrics and trends .
  • Support Supervisor in the analysis of quality patterns and issues to be reviewed with clients. Provide recommendations to address opportunities.
  • Participate and develop on demand client trainings to facilitate ongoing understanding and knowledge of the regulations and client specific policies.
  • Participate in team meetings and provide information to team members in a timely manner. 
  • Provide backup and team support during supervisor’s absence.
  • Assist in the resolution of difficult requests; provide subject matter expertise on federal regulations.
  • Maintain a positive work environment through employee recognition and interaction. 

 

Qualifications

  • Bachelor's degree (concentration in HR or business preferred) or equivalent experience required.
  • Three (3) years demonstrated success in leave management administration
  • Or One (1) year of internal Work Partners Leave Specialist experience required.
  • Demonstrated leadership experience required.
  • Strong PC skills are required (including spreadsheet applications, word processing, and other professional databases).
  • Ability to communicate effectively, both verbally and in writing.Ability to work independently while handling multiple priorities and deadlines.
  • Comprehensive knowledge of federal and state leave laws as well as client leave policies required
  • Excellent leadership and communication skills.
  • Customer service oriented with the ability to handle emotionally charged situations.
  • Experience developing or delivering training content a plus.
  • Must possess excellent analytical, troubleshooting and problem-solving skills; sense of urgency, responsiveness and judgment to make effective decisions.
  • Willing to learn new technical, business and system skills.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

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.

   Current UPMC employees must apply in HR Direct