MetLife

Role Value Proposition

•    Single point of contact for Absence Programs questions, issues or concerns for a Fortune 500 company located in Camden, NJ.

•    Responsible for the expedient management and resolution of customer-initiated claim escalations, inquiries, or claim processing questions while ensuring the highest level of customer satisfaction.

•    Associate will be onsite with the customer at their Camden, NJ location as part of a hybrid schedule.  Associate will be an extension of the customer’s Benefits Operation Team, learning about their culture and processes while acting as a liaison with the MetLife Disability Claim Team.  

Key Responsibilities

Single point of contact for the customer in supporting Short Term Disability, Long Term Disability and Leave of Absence programs:

•    Support daily operations and administration of Disability and Leave of Absence claims

        - Clarify claim statuses and action items by coordinating multiple internal stakeholders at the customer: Leaves Team, HR at locations, Corporate HR Team

        - Provide advice on additional actions that need to occur to resolve inquiries

        - Respond to questions from the MetLife claim team to assist with claim processing which could include verifying FMLA eligibility within the customer’s system, identifying reasons for late certifications, etc.

        - Be able to explain rationale for claim decisions

        - Share knowledge of state laws, statutory benefits and ADA.

•    Interact directly with the customer’s HR Team, internal and external stakeholders

•    Utilize MetLife systems to clarify open questions about terminations, dates of leave or return to work

       - Provide clarification on claim dates, if needed

       - Research complex claim scenarios and recommend the appropriate next actions for resolution utilizing all system and personnel resources available

       - Liaison partnership with Employment Law Team as required 

       - Initiate customer Managing End of Leave process and support HRBP as needed

•    Utilize Disability expertise to partner with the customer on improving current processes

       - Leverage industry and Disability process knowledge to provide recommendations for potential service and process improvements. 

       - Identify trends, provide analysis to the customer and MetLife team with recommendations  

•    Act as a customer advocate for the customer’s employees

       - Investigate and resolve customer questions and concerns raised by customer’s HR Team on behalf of their employees.

       - Maintain a log of all inquiries to allow tracking of volume and type of inquiry

       - Help customer to understand root cause and trend analysis of inquiries.  Assist with development of individual claim resolution action plans. 

       - Summarize individual claim data to identify overarching process changes focused on improving claimant satisfaction, processing accuracy and efficiency.

       - Provide proactive approach to issue resolution

       - Leverage relationships within customer and MetLife while using appropriate systems to quickly resolve questions

       - Research claim status and return to work date prior to processing payments to prevent overpayments. 

Essential Business Experience and Technical Skills 

•    High school diploma, Bachelors degree preferred 

•    3+ years Disability claims management experience, including knowledge of other Employee Benefit programs (e.g., Workers Compensation, Life Insurance) and relative Federal and State Laws. 

•    Knowledge of all Disability product lines (STD, LTD, FMLA, statutory claims) and ADA required. 

•    Possess basic knowledge of Microsoft tools (Excel, Project, PowerPoint). 

•    5+ year’s experience leave working with a public company and working knowledge of Human Resource

•    Knowledge of Workday and UKG systems