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    FMLA Customer Experience Specialist - Lexington, United States - ComPsych

    ComPsych
    ComPsych Lexington, United States

    2 weeks ago

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    Description
    About ComPsych

    ComPsych Corporation is the world's largest provider of mental health services and GuidanceResources for life.

    Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 163 million individuals across 200 countries.

    Under our GuidanceResources brand, our personalized and fully integrated programs include behavioral health, absence, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence.

    Visit to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

    Job Summary


    As a Kentucky based FMLA Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities.

    This individual will report to a Customer Experience Team Lead, and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment.

    Primary Responsibilities

    Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer's policies
    Handle high volume of incoming calls in a prompt and professional manner
    Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests
    Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps
    Meet & adhere to attendance and schedule, production and performance metrics, and quality goals
    Maintain complete and accurate documentation of leaves within our proprietary database
    Demonstrate respect, sensitivity, confidentiality, and understanding for the caller's circumstance while maintaining professionalism at all times
    Maintain a positive, empathetic, and professional behavior towards the customers at all times
    Provide accurate, professional, and timely responses to communications from internal and external clients
    Prioritize and organize daily responsibilities in order to meet all deadlines
    Engage in ongoing education and training around laws, policies and service delivery
    Provide innovative ideas that can support the ongoing growth of the FMLA Department
    Other duties as assigned.
    Job Qualifications

    Bachelor's Degree preferred, High School Degree or equivalent required
    1-3 years Customer Service experience required
    Call Center experience preferred
    Employee benefits administration and/or FMLA administration a plus
    Exceptional communication and organization skills, with strong focus on customer service
    Quick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills
    Computer literate and proficient in Microsoft Office Suite
    Bilingual Spanish is a plus
    High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
    Benefits and Perks

    Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
    Competitive pay with annual increases


    EEO
    ComPsych celebrates diversity and is an equal opportunity employer.

    All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws.

    ComPsych Corporation maintains a drug free workplace.
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