The Accommodation Case Manager (ACM) Consultant plays a crucial role in providing case management services for various accommodation requests related to life events. As an ACM Consultant, you will be responsible for addressing inquiries, understanding employees' needs, applying appropriate benefits, and ensuring a seamless case management experience.
You will serve as the primary point of contact for employees throughout their leave of absence or disability event, providing support, guidance, and problem-solving expertise. This individual contribution role requires strong communication skills, critical thinking abilities, and the capacity to adapt to changing circumstances.
Essential Responsibilities
- Initiate and respond to inquiries regarding accommodation events, benefits, and available options for employees.
- Serve as a dedicated point of contact for assigned employees, offering holistic case management services in compliance with federal and state laws and Amazon policies.
- Utilize duration guidelines, best practice tools, and internal resources to oversee accommodation processes effectively.
- Adjust and update case management plans based on evolving employee needs and circumstances.
- Address sensitive situations and troubleshoot issues to eliminate barriers before, during, or after a leave event.
- Communicate regularly with employees and stakeholders, providing updates verbally and in writing.
- Ensure compliance with standard work procedures, regulations, and company policies.
- Collaborate with internal departments, third-party administrators, and external partners as necessary.
Basic Qualifications
- Bachelor's degree or equivalent qualification.
- Minimum of 2 years of customer service experience.
Preferred Qualifications
- Familiarity with US legislation on Leave of Absence, Disability, and Accommodations, including ADA/ADAAA and FMLA.
- Strong critical thinking skills with the ability to identify and solve problems effectively.
- Proficiency in building relationships and influencing others in a cross-functional environment.
- Excellent time management skills and a strong sense of ownership over deliverables.
- Prior experience in leave of absence and/or disability claim management, including the use of case management systems and determining eligibility for benefits.
- Experience providing guidance on employee matters such as leave of absence, disability plans, accommodations, human resources, and benefits.
- Ability to manage multiple projects independently in a dynamic environment with shifting priorities.
- Experience handling confidential information with discretion.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
If you are passionate about making a positive impact and are ready to contribute to our dynamic team, we encourage you to apply for this exciting opportunity.
This position is a contractual role for 12 months and offers the chance to be part of a team dedicated to shaping the future of employee support services at Amazon. Join us in our mission to deliver exceptional experiences and make history with the Disability & Leave Services Team.