Pipeline - Customer Service Rep

Title: Customer Service Rep
Location: Hybrid role in-office Oriskany, NY
Training will be in-office: after training only required to come into the office once a month, or on an as needed basis (if electricity or internet goes out). Training will be about 4 weeks.
Pay Rate - $20.00/hr
Schedule: Monday - Friday | 8:00am to 5:00pm EST
Contract Length: 6 months | Extension + Conversion Opportunities Available
Position Requirements:

• 1-2 Years of customer service experience/phone experience, or equivalent. Will accept customer facing experience as well (fast food, etc.)

• Requires a high school diploma or equivalent
• Basic computer literacy - Microsoft office experience
• Attention to detail

Job Description:

• Handle intake calls for FMLA claims and leaves.
• Determine eligibility for FMLA and other leaves during intake call.
• Promptly review new FMLA and Company Leave (Bereavement, Jury Duty, Etc.) notices and act upon them within documented timeline standards.
• Complete eligibility decisions during intake.
• Gather pertinent data when necessary from employee or other supporting systems.
• Identify and evaluate leave specifics and make initial case decisions - approve or deny.
• Perform leave follow-ups as required with employee, employer or healthcare provider. This may include recertification of a serious health condition, intermittent claim tracking, confirmation of actual return-to-work, etc.
• Perform standard communication (phone calls, emails, and letters) to appropriate parties throughout the duration of the leave.
• Consistently updates FML and Leave applications to accurately reflect leave status and ensure that appropriate diary documentation exists.
• Respond to employee and employer inquiries regarding the status or availability of FML and Company leave.