Absence Management Case Manager - Leave Administration

Department:

People

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:

As an Absence Management Case Manager, you’ll be a trusted expert and advisor on the full leave of absence (LOA) experience, including short-term disability, workers’ compensation, accommodations, and return-to-work (RTW) processes. You’ll provide hands-on support for LOA operations and offer guidance on improving and standardizing processes to make them more efficient and consistent. Along the way, you’ll help ensure everything stays compliant with laws and regulations, with accurate documentation every step of the way. Whether it’s helping Teams navigate complex leave situations or partnering on process enhancements, your knowledge and leadership will play a key role in creating a smooth, supportive experience for Employees and Teams alike.

Additional details

• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.   
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. 

Responsibilities

• Serve as a single point of contact for an Employee throughout the entire absence management process
• Manage appropriate caseload independently and efficiently from end-to-end dependent on functional area
• Serve as liaison between third-party administrators, vendors, SWA Operation, Employees, and other internal Teams that may need to be engaged
• Provide hands-on operational support, potentially including handling of escalations and complex case issues in conjunction with Leaders, HRBPs, Labor, Legal, Nurse Case Manager, or the adjuster.
• Educate Internal and External Customers by providing guidance, coaching, and recommendations regarding the Accommodations, Leave Administration and Worker’s Compensation processes, and procedures as it relates to guidance provided by the governing federal and state regulations.
• Partner with Legal, Labor, or other stakeholders to interpret policies and/or CBA articles as they relate to Leave of Absence should the CBA or GFE be silent.
• Leverage continuing education professional designations/licensure; to stay informed on case law and collaborate with the appropriate stakeholders to recommend changes in SWA practices
• Act as “Brand Ambassador” to ensure that People Absence Management Program remain best-in-class while providing white glove customer service
• Determine eligibility and interpret policies for Leave of Absence, including but not limited to FMLA, State-specific related leaves, parental leave, jury duty, bereavement, & military leave in accordance with the governing federal and company policy or CBA.
• Ensure compliance with standard work, federal/state regulations, and company policy while leveraging guidelines, best practice tools, and resources to support oversight of absences and a safe and timely return-to-work process.
• Facilitate a smooth return to work and ramp-back plan for Employees returning to the workplace
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Process improvement mindset & commitment to customer service excellence
• Exceptional teamwork and interpersonal skills; enjoys working with multiple customers; is enthusiastic, positive, and customer oriented professional
• Handle sensitive information in a confidential manner with high integrity and discretion while ensuring HIPPA Compliance
• Strong oral and written communication skills to interact with claimants clearly, concisely, and persuasively
• Advanced analytical skills to resolve problems quickly and to continually review and change practices for maximum efficiencies
• Ability to work in a fast-paced environment with short deadlines
• Advanced