[Hiring] Compassionate Care Case Manager @Amazon

Role Description

Join our team and make a difference for Amazonians and their families. Amazon’s dedicated team that provides concierge-level support for Amazon employees and their families in their time of need is growing.

As a Compassionate Care Case Manager, you will help employees and their loved ones navigate the processes, paperwork, and challenges involved with a loss or illness. Our Compassionate Care Case Managers are skilled in:

• Answering challenging questions
• Understanding complex employee and family situations
• Communicating available benefits for each specific case
• Assisting in navigating internal departments and external vendors
• Responding to changing circumstances and needs

High-level judgment is crucial in the time-critical nature of this role. Compassionate Care Case Managers must be:

• Highly attuned to how people are responding
• Focused on the details of each individual case
• Able to step back from these cases to see emerging patterns
• Capable of adjusting processes and support mechanisms as needed
• Skilled in active listening, empathy, and problem solving

Key job responsibilities include:

• Serving as an empathetic point of contact and providing holistic case management services to employees and their families in times of death, critical illness, crisis, and other times of need
• Leveraging best practice tools and Amazon and vendor resources to understand all options available
• Critically assessing and adjusting the case management plan to the timing of changing needs
• Troubleshooting issues and seeking to remove barriers for an employee
• Responding to issues that may arise and ensuring the right communication occurs with accurate details at the right time
• Identifying and solving problems, sometimes with limited information
• Communicating regular updates to employees, vendors, and stakeholders both verbally and in writing
• Ensuring compliance with standard work, federal/state/country regulations, and company policies
• Maintaining system records to ensure accurate and timely information/documentation
• Consulting, coordinating, and partnering with our HR, Safety, Legal, Payroll, Benefits, team members, and other departments/systems as appropriate

Qualifications

• 1+ years of professional or military experience, or Bachelor's degree
• 2+ years of case management experience, or Bachelor's degree in business, HR, or a related field
• Experience using computers and Microsoft Office tools such as Outlook, Word, Excel, and PowerPoint
• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
• Experience handling confidential information
• Experience in counseling or mentoring others, preferably in HR, Healthcare, or Crisis Management
• Experience with global service and employee delivery
• Strong problem solving, time management, and priority-setting skills
• Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters

Requirements

• Master's degree in Human Resources, Human Resources Management, Labor Relations, Business/Management, Psychology, or a related field (preferred)
• 5+ years of case management experience, or Bachelor's degree in business, HR, or a related field (preferred)
• Experience working with speech and text language data in multiple languages (preferred)
• Experience managing multiple projects, prioritizing, planning, and managing time (preferred)
• Familiarity with case management systems, reviewing cases for benefits eligibility, determining the appropriate benefits that apply to a specific situation, and establishing/executing a case management plan (preferred)

Benefits

• Our inclusive culture empowers Amazonians to deliver the best results for our customers.
• If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.
• If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.