Compassionate Care Case Mgr, High Touch Support

Would you like to be part of an organization that is helping Amazon build a fast-growing, highly innovative workforce? Do you get excited about working with a highly diverse population cutting across multiple countries, cultures, and values? Getting interested? Please read on!

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.

Amazon's Compassionate Care Services is here for employees if they are facing the loss of a loved one or a life-threatening illness. 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 Manager 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, and responding to changing circumstances and needs to pave the way for a connected and trusted case management experience.

High-level judgment is crucial in the time-critical nature of this role. Compassionate Care Case Manager must be highly attuned to how people are responding and focus on the details of each individual case. They must step back from these cases to see emerging patterns and adjust processes and support mechanisms as needed. Active listening, empathy, and problem solving are a must.

Key job responsibilities
Serve as an empathetic point of contact and provide holistic case management services to employees and their families in times of death, critical illness, crisis, and other times of need
Leverage best practice tools and Amazon and vendor resources to understand all options available
Critically assess and adjust the case management plan to the timing of changing needs
Troubleshoot issues and seek to remove barriers for an employee
Respond to issues that may arise and ensure the right communication occurs with accurate details at the right time
Identify and solve problems, sometimes with limited information
Communicate regular updates to employees, vendors, and stakeholders both verbally and in writing
Ensure compliance with standard work, federal/state/country regulations, and company policies
Maintain system records to ensure accurate and timely information/documentation
Consult, coordinate, and partner with our HR, Safety, Legal, Payroll, Benefits, team members, and other departments/systems as appropriate Basic 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 Preferred Qualifications: - Master's degree in Human Resources, Human Resources Management, Labor Relations, Business/Management, Psychology, or a related field
- 5+ years of case management experience, or Bachelor's degree in business, HR, or a related field
- Experience working with speech and text language data in multiple languages
- Experience managing multiple projects, prioritizing, planning, and managing time
- 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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.