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Description

Job Title: Employee Success Associate

Reports To: Operations Manager

FLSA Status: Non-Exempt

Job Location: As a remote-first organization, employees are expected to primarily work within reasonable driving commute to our main office locations (Roseville CA, Atlanta GA, Phoenix AZ, and Oklahoma City OK) to meet the requirements of team gatherings, one-off meetings, and company-wide events, as well as the legal, tax, and security regulations based on our business operations.

Note: We do not have a physical office location in Oklahoma City at present (but we may acquire one in the future). Therefore, initially this position would be fully remote. Employees are expected to live within a reasonable driving commute of the Oklahoma City area and report to the office bi-weekly if an office in Oklahoma City is acquired in the future. 

Job Summary: The ADA Associate is an individual contributor delivering Gold Standard leave and ADA services to our clients and their employees. This role focuses on gaining a foundational knowledge of administering leaves of absence and at work accommodations, with special focus on engaging in the interactive discussion process. 

Key Responsibilities:

Gold Standard ADA Administration & Primary Point of Employee Contact

• Administer a full workload of ADA cases and associated leaves of absence for multiple clients, per client policies, while adhering to federal and state leave law regulations with special attention to the interactive discussion process as outlined under the Americans with Disabilities Act. Remain the primary point of contact for employees with any open service outside of their ADA case (i.e. protected or company policy leave along with an at work accommodation).
• Leave administration includes, but is not limited to, confirming leave eligibility, reviewing medical documentation, communicating with healthcare providers, client employees and members of the HR team, and confirming return-to-work.
• ADA administration includes, but is not limited to, engaging in the interactive discussion process on behalf of the client, documenting the process, seeking clarification as necessary, and acting as a resource for a client as they assess the request for accommodations on a case-by-case basis.
• Provide excellent customer service by answering phones, responding to emails, and communicating effectively with clients' employees in a timely manner - answering questions regarding leave entitlement, client policies, and benefits.
• Coordinate effectively with Claim Specialists to ensure that employee claims are adjudicated timely and accurately.
• Draft and send letters to employees regarding leave entitlement, disability benefits, and/or the interactive discussion process.
• When applicable, initiate return-to-work accommodations while adhering to relevant federal regulations.
• Maintain high quality employee leave and ADA files according to set standards.

 Internal Partnership & Team Contribution

• Expected to be a self-starter who can work independently, take initiative, actively participate in team discussions and collaborate effectively while working in a remote-first environment.
• Coordinate effectively with Claim Specialists to ensure that employee claims are adjudicated timely and accurately.
• Able to take on additional work with short notice (e.g. client needs to be taken over on short notice due to business needs).
• When required, coordinate between short-term disability insurance carriers, worker's compensation insurance providers, and the employee.
• Participate in client meetings, company-wide off-site meetings, and training programs which may require some infrequent travel.
• Available to back up multiple accounts.
• Perform other duties as assigned in order to meet business needs.

Requirements

 Experience, Skills, and Core Competencies: 

• Education & Technical Skills: Four-year college degree in a similar/related field. Proficient in typing and MS Word, with strong organizational, quantitative, and verbal/written communication skills.
• Regulatory & Policy Knowledge: Ability to comprehend and interpret various informational and regulatory documents (e.g., disability plans, client leave policies, state/federal regulations) and stay abreast of any changes.
• Professional Conduct: A passion for excellent customer service, effective communication with all stakeholders, and a team-oriented approach to building strong working relationships.
• Growth Mindset: Willingness to learn, take initiative to understand underlying reasons, and be receptive to feedback for continuous improvement.
• Work Habits: Excellent attention to detail, follow-through, and common sense. Strong ability to prioritize tasks, manage time well, identify and solve problems efficiently, and maintain accurate records.
• Expected to work 40 hours per week.
• Expected to report to the office bi-weekly

Perform above duties between regular business hours:

• California: Monday to Friday, 8am to 5pm (PST)
• Georgia: Monday to Friday, 8am to 5pm (EST)
• Arizona: Monday to Friday, 8am to 5pm (MST)
• Oklahoma: Monday to Friday, 8am to 5 pm (CDT)