Sr Ability Analyst - Absence Management

Sr Ability Analyst - C409AN We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.              Do you enjoy helping people? Then you belong here. We currently have an excellent claims professional career opportunity available. Join our Short-Term Disability and Absence Management Disability Team.  The Ability Analyst is responsible for investigating and managing short-term disability and absence claims to make timely, accurate, and customer‑focused benefit determinations across short‑term disability and absence management programs. This role partners closely with customers, medical providers, employers, and internal stakeholders to evaluate eligibility, support recovery, and facilitate a safe and responsible return to work when appropriate. Using medical, vocational, financial, and functional information, the Ability Analyst manages claims through initial and ongoing decision points while adhering to corporate claim standards, policies, procedures, and all applicable statutory, regulatory, and ethical requirements. Claim complexity may vary based on experience and business needs and may include working with customers experiencing behavioral health conditions, complex medical diagnoses, or terminal illness. The Ability Analyst supports the organization’s mission of helping customers rebuild their lives after an unexpected illness or event by delivering empathetic service, sound decision‑making, and consistent claim management throughout the short-term disability lifecycle. Work Arrangement: This role can have a Hybrid or Remote work schedule. Candidates who live near one of our office locations (Hartford, CT, San Antonio, TX, Lake Mary, FL, Scottsdale, AZ, Naperville, IL, Alpharetta, GA and Sunrise, FL) will have the expectation of working in an office 3 days a week (Tuesday through Thursday). Candidates who do not live near an office will have a remote work schedule, with the expectation of coming into an office as business needs arise.  Start Date: October 19th, 2026 Training Hours: Core business hours M-F Length of Training: Stag week + 6 weeks of training= 7 weeks total Work Hours After Training: Core business hours Responsibilities: 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. 2+ years of customer service experience preferred