• Excellent critical thinking and decision -making skills.

• Excellent communication skills (verbal, written & presentation).

• Strong knowledge of best practices and effective case management skills.

• Strong organizational and time management skills.

Education & Experience Required

• Master's Degree In business, rehab counseling, behavioral health or related field, e.g. MSW, MA or MS in counseling.
• Certification - Active and unrestricted Licensure/certification in one or more of the following: Professional registered Nurse, certified rehabilitation counselor (CRC) ADA/HR Certification, Licensed Clinical Social Worker ( LCSW) Licensed Mental Health Counselor ( LMHC), Licensed Professional Counselor
• 3 to 5 years of professional job-related experience.
• 4 years clinical, vocational, behavioral health and/or ADA experience/knowledge.
• 4 years of disability and/or absence relevant industry experience.
• Must agree to complete certification(s), as outlined and required by current departmental policy, within 12 months of hire.

Or an equivalent combination of education and experience

Travel

Less than or equal to 10%

Principal Duties & Responsibilities

• Tracks trends and shares areas of improvement and service opportunities; monitors key performance indicators (KPIs) and metrics to assess the effectiveness and efficiency of operations; conducts audits to ensure overall quality and compliance with process expectations.

• Acts as a liaison and point of contact as needed for Sales, Account Executives, Product and implementation team(s) as the subject matter expert. Applies expert knowledge of operational principles, practices and procedures, and operates as the subject matter expert, with substantial latitude for independent action or decision making regarding the day-to-day services provided by operational functions of the team.

• Leads or facilitates team-based improvement project; resolves issues that develops from day-today operations; communicates customer needs, inquiries and deficiencies to leadership, and makes recommendations to improve services

• Works with cross-functional teams and collaborates with various teams to achieve common goals.

• Leads and participate in quality improvement initiatives to enhance outcomes and customer satisfaction.

• Takes an active role in team refresher training and development of internal staff; provides leadership and mentorship to Expert Resources teams, fostering a culture of teamwork and continuous learning.

• Stays informed about industry trends, emerging technologies, and best practices in product and service delivery.

• Provides primary coverage for leadership as needed; completes special projects, strategy and or ad hoc assignments as requested, this includes identifying and managing credentialing service vendors and reference tools.

• Assist leadership with day-to-day operations of the team; may assign and initiate case workload; provides technical guidance on more complex issue, identifies training needs as required and assists customer escalation resolutions.

• Performs other duties as needed including caseload assistance.

Total Rewards

The salary range for this job is $90,000 to $110,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.