Investigate and manage short-term disability and absence claims by gathering and evaluating information from claimants, employers, and medical providers
Analyze medical, vocational, financial, and claim-related information to support accurate initial and ongoing benefit determinations
Guide customers through the disability and recovery process, focusing on functional abilities, clear expectations, and supportive communication
Maintain professional written and verbal communications with internal and external partners to deliver timely, customer-centered outcomes
Apply critical thinking, sound judgment, and analytical reasoning to assess risk, resolve issues, and make consistent claim decisions
Collaborate effectively in a fast-paced, team-based environment to retrieve, evaluate, and relay claim-related information
Leverage technology responsibly to manage claims efficiently, understand the role of technology while applying appropriate judgement, remain aware of potential risks, and support quality outcomes
Demonstrate empathy and emotional intelligence when navigating difficult conversations and complex situations
Adapt to change, learn new concepts and tools, and support continuous improvement in an evolving business environment
Understand how claim decisions interact with other benefit programs to anticipate customer needs and provide accurate guidance

High School Diploma or GED required; Associate or Bachelor’s degree preferred but not required
1+ years of customer service experience preferred but not required
Medical, clinical, or vocational background is a plus but not required
Proficiency with Microsoft Office and the ability to navigate multiple systems simultaneously
Strong time management and organizational skills, with the ability to manage competing priorities
Ability work effectively in a structured, inclusive, and collaborative team environment

Short Term Disability Analyst

Key skills