HRIS Specialist - US Benefits

About This Role

Supporting the U.S.-based Leave Administration team by managing inbound calls, chats, emails, and faxes related to employee leaves of absence is the core of this HRIS Specialist role. The position assists employees, HR representatives, and healthcare providers with documentation, case updates, and general leave inquiries. This non-client-facing role focuses on accurate case handling, exceptional service delivery, and strict adherence to privacy and compliance standards within a virtual contact center environment.

Responsibilities

• Answer incoming calls and live chats from employees regarding their leave of absence status, documentation requirements, and next steps
• Manage emails and faxes received from employees, HR departments, and doctor offices, ensuring prompt acknowledgment and routing to the appropriate case
• Follow call scripts, templates, and response guides to maintain consistency and compliance
• Document all interactions in the leave management system accurately and in real time
• Maintain a courteous, empathetic, and professional tone during every interaction
• Upload, categorize, and verify leave-related documentation (medical certifications, return-to-work notes, etc.) in the case management system
• Review inbound forms for completeness and escalate missing or unclear information to the U.S. Leave Administration team
• Update case notes, task completion status, and communication logs within the CRM
• Track deadlines for employee and medical certification submissions and send reminders as assigned
• Monitor shared department inboxes and fax queues throughout the day to ensure timely processing
• Assign or flag cases for escalation to Leave Administrators or Supervisors when appropriate
• Maintain accurate filing and recordkeeping according to HIPAA and company standards
• Accurately enter employee, leave type, and eligibility data into the leave management platform
• Update case statuses (e.g., Received Documentation, Awaiting Medical, Return to Work) following standard operating procedures
• Generate daily logs or activity summaries to support internal reporting and performance monitoring
• Participate in team huddles, training sessions, and performance reviews
• Communicate trends, recurring issues, or system challenges to team leads
• Recommend process improvements that enhance accuracy, efficiency, or employee satisfaction

Requirements

• Associate's or Bachelor's degree preferred; equivalent work experience in customer service, benefits administration, or medical documentation handling will be considered
• 2+ years of experience in a contact center or support environment
• Prior experience handling employee benefits, HR services, or medical-related communications strongly preferred