Case Mgr, S/L [S], Standalone

This is a contractual role
At Amazon we believe that every day is still day one.
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.
The DLS Case Manager provides case management for all types of leave of absence and disability life events. The DLS Case Manager is highly skilled in answering questions, understanding the employee's situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience. Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event.
This is an individual contribution (IC) role with no direct reports.
Essential Responsibilities:
Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees
Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon
Leverage duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate
Critically assess and adjust the case management plan to an employee's changing needs
Address and respond to sensitive situations
Troubleshoot issues and seek to remove barriers before, during, or after a leave event
Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs
Identify and solve problems that may arise, sometimes with limited information
Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace
Educate managers and business partners on employee concerns and needs prior to being off or returning back to work
Communicate regular updates to employees and stakeholders both verbally and in writing
Ensure compliance with standard work, federal/state regulations, and company policy
Maintain system records to ensure accurate and timely information/documentation
Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
Other duties as assigned

Key job responsibilities
The DLS Case Manager serving as the single point of contact for employees throughout their entire leave or disability experience.

Initiate and respond to inquiries regarding leave and disability events, benefits, and available options
Provide holistic case management including reviewing medical documentation and adjudicating leaves in compliance with federal/state laws, leave plans, and company policy
Leverage duration guidelines, best practice tools, and internal resources to manage leave events effectively
Assess and adjust case management plans based on employees' changing needs and circumstances
Address sensitive situations with professionalism and resolve barriers before, during, or after leave events
Identify and solve problems proactively, sometimes with limited information
Facilitate smooth return-to-work and ramp-back plans for employees resuming duties
Educate managers and business partners on employee needs related to leave transitions
Communicate regular updates to employees and stakeholders verbally and in writing
Maintain accurate system records and documentation in a timely manner
Ensure compliance with standard work processes, federal/state regulations, and company policy
Coordinate with third-party administrators, HR, Safety, Legal, Payroll, Benefits, and other departments as needed

This is an individual contributor (IC) role with no direct reports.

A day in the life
Daily activities include reviewing and adjudicating medical documentation, responding to employee and stakeholder inquiries, and updating case records in real time. Case Managers assess evolving employee needs, troubleshoot barriers, and coordinate with HR, Legal, Payroll, Safety, and third-party administrators to resolve issues. They communicate decisions, next steps, and status updates to employees and managers both verbally and in writing. Additional activities include facilitating return-to-work plans, educating business partners on leave-related processes, and ensuring all actions comply with federal/state regulations and company policy. Case Managers proactively identify risks, escalate sensitive situations, and apply best practice tools to drive timely case resolution