Review Services Tech Lead (Accommodations/ADA) Job at Aflac

Job Responsibility

Tracks trends and shares areas of improvement and service opportunities
monitors key performance indicators (KPIs) and metrics to assess the effectiveness and efficiency of operations
conducts audits to ensure overall quality and compliance with process expectations
Acts as a liaison and point of contact as needed for Sales, Account Executives, Product and implementation team(s) as the subject matter expert
Applies expert knowledge of operational principles, practices and procedures, and operates as the subject matter expert, with substantial latitude for independent action or decision making regarding the day-to-day services provided by operational functions of the team
Leads or facilitates team-based improvement project
resolves issues that develop from day-today operations
communicates customer needs, inquiries and deficiencies to leadership, and makes recommendations to improve services
Works with cross-functional teams and collaborates with various teams to achieve common goals
Leads and participate in quality improvement initiatives to enhance outcomes and customer satisfaction
Takes an active role in team refresher training and development of internal staff
provides leadership and mentorship to Expert Resources teams, fostering a culture of teamwork and continuous learning
Stays informed about industry trends, emerging technologies, and best practices in product and service delivery
Provides primary coverage for leadership as needed
completes special projects, strategy and or ad hoc assignments as requested, this includes identifying and managing credentialing service vendors and reference tools
Assist leadership with day-to-day operations of the team
may assign and initiate case workload
provides technical guidance on more complex issues, identifies training needs as required and assists customer escalation resolutions
Performs other duties as needed including caseload assistance

Requirements

Master's Degree In rehab counseling, behavioral health or related field, e.g. MSW, MA or MS in counseling
Certification - Active and unrestricted Licensure/certification in one or more of the following: Professional registered Nurse, certified rehabilitation counselor (CRC) ADA/HR Certification, Licensed Clinical Social Worker (LCSW) Licensed Mental Health Counselor (LMHC), Licensed Professional Counselor
Must agree to complete certification(s), as outlined and required by current departmental policy, within 12 months of hire
4 or more years of professional job-related experience
4 years vocational, accommodations and/or ADA experience/knowledge
4 years of disability and/or absence relevant industry experience
Or an equivalent combination of education and experience

What we offer

Medical, dental, and vision coverage
Prescription drug coverage
Health care flexible spending
Dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
Annual bonuses
Opportunity to purchase company stock
11 paid holidays
Up to 20 days PTO to be used for any reason
State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
Other leaves of absence

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Review Services Tech Lead (Accommodations/ADA)

Job Responsibility

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