Leave and Accommodation Care Advocate

Leave and Accommodation Care Advocate

Requirements

• Bachelor’s Degree in Human Resources or related field preferred
• 2+ years supporting Team Members with leave of absence and accommodation
• Experience in federal and state leave regulations, including FMLA, ADA, PWFA, and equivalent state laws
• Human Resources is preferred
• Flexibility to shift schedule as needed by the business
• Exceptional customer service skills with a focus on responsiveness, emotional intelligence, critical thinking skills, and problem-solving
• Exceptional interpersonal, collaboration, and communication skills, maintaining confidentiality, and building trust with Team Members, vendors, and internal partners
• Strong organizational and time management skills to prioritize competing responsibilities
• Preferred experience with systems such as ServiceNow (SNOW), Workday (WD), Kronos, etc.
• Preferred experience working with a third party leave administrator as a vendor

Responsibilities

• Serve as the primary contact for Team Members navigating leave and accommodations, offering personalized guidance while ensuring adherence to federal and state regulations (FMLA, ADA, PWFA, etc.)
• Support Team Members with Personal Leave Of Absence claims from initial intake through the entire lifecycle, including documentation, approval, tracking, and closure; communicating policies, eligibility, required documentation, and any applicable timelines or deadlines
• Initiate claim requests through Chewy’s third-party administrator, ensuring Team Members are clear about their responsibilities in the process and what steps to anticipate
• Manage calls and electronic inquiries, offering clear and timely responses throughout the leave and accommodation process
• Assess claims, identify potential concerns, and advance concerns to the Tier 2 team
• Conduct an ADA interactive dialog for new disability requests as required
• Assess and triage claims to determine those that should be handled internally versus escalating to AB1 (e.g., flu-related leave for three days)
• Partner with external providers to manage claims effectively, delivering a streamlined and efficient experience for Team Members
• Conduct a midway checkpoint to review progress on leave cases, address any challenges, and help answer any questions regarding their next steps
• Assist with return-to-work steps by providing clear guidance on required documentation, policies, and timelines
• Support candidates in the pre-employment accommodation process by providing end-to-end case management including engaging the candidate, hiring manager, and other partners as needed
• In partnership with Chewy’s WOW team, facilitate the Surprise and Delight program (e.g., Family Addition claims) to create a meaningful and supportive team member experience
• Preserve and protect the confidentiality of team member PII information and ensure accurate record-keeping
• Leverage technology platforms like SNOW, WD, Kronos and third party case management platform to support LOAA processes

Preferred Qualifications

• Preferred experience with systems such as ServiceNow (SNOW), Workday (WD), Kronos, etc.
• Preferred experience working with a third party leave administrator as a vendor