*This is an 11 months acting on-site role*

The DLS Case Manager is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paving the way for a connected and trusted experience. The DLS Case Manager will interface with employees to learn about their situations and answer questions, align benefits to the employee’s specific situation, and be a point of contact for an employee throughout the leave and accommodation event.

This role provides exceptional customer service and coordination with Latin America employees, managers, HR representatives and internal departments to facilitate the preparation for time-off, use of benefits, leave of absences, and transition ramp-back to work plans. The role will work closely with established external vendors, community providers and services, and internal partners including Benefits, Recruiting, Payroll, Safety, HR, and managers, while maintaining employee’s confidential information.

The successful candidate will have a strong orientation and proven track record of customer obsession, prioritization, follow-through and execution, attention to detail, and communication. Amazon is a fast-paced environment, wherein employees are seeking information and assistance in developing options and an action plan. The candidate is expected to be able to have strong critical thinking, fact-find for a complete understanding of employee concerns, align a plan with benefits, respond to any customer inquiries and be able to communicate effectively the solutions to the employee.

The DLS Case Manager will be able to understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which improve the employee’s experience. The successful candidate will be an influencer with the ability to assist in process improvement, customer experience and change management.

Key job responsibilities
Initiate and respond to inquiries about leave and/or accommodation events, benefits, and options available to Latin America employees through phone, email and ticketing channels.
Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon.
Leverage duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate.
Critically assess and adjust the case management plan to an employee’s changing needs.
Address and respond to sensitive situations with empathy.
Troubleshoot issues and seek to remove barriers before, during, or after a leave event.
Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs.
Identify and solve problems that may arise, sometimes with limited information.
Ensure compliance with standard work, federal/state regulations, and company policy.
Maintain system records to ensure accurate and timely information/documentation.
Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate.
Complete other duties as assigned.

About the team
Amazon’s Disability and Leave Services (DLS) team in the Employee Services organization is building a best-in-class program offering customized holistic leave experiences during the life-cycle of the event (time of knowledge to fully ramping back to work)

DLS Case Manager (LATAM) - Seasonal, Disability & Leave Services - LATAM