Accommodations Case Manager *REMOTE

Responsibilities

• Function as the highest escalation point under operations leadership for accommodation-related issues, demonstrating expertise in complex case management and stakeholder consulting.
• Manage executive and non-executive escalation responses, ensuring timely, accurate, and empathetic resolution.
• Handle highly sensitive cases, including HR-for-HR cases, for an assigned region with a high degree of discretion and professionalism.
• Support all new hire nesting activities by managing nesting plans, conducting new hire audits, and providing coaching to ensure a smooth onboarding experience.
• Report regional trends and opportunities by reviewing quality audit results and identifying areas for mentoring, training, and process improvement.
• Manage workflow adjustments, including out-of-office procedures and work assignments, to ensure the region and organization meet customer and employee needs.
• Perform regional data analysis to identify trends in case volume, case types, and approvals, and use insights to recommend and influence training and process decisions.
• Recommend training initiatives, provide training survey feedback, and share best practices and successes with site stakeholders.
• Pursue return-to-work management by collaborating with leave case managers and disability vendors to ensure effective administration of return-to-work programs.
• Provide consultation and coaching on accommodation matters to regional HR partners, managers, and employees, supporting informed and compliant decisions.
• Offer information, referrals, and support to employees with medical conditions or disabilities, as well as supervisors, HR, and other partners, to strengthen employee retention efforts.
• Advocate for the accommodations process by providing ongoing consultative support to site stakeholders and accommodation specialists with a focus on problem-solving and creative solutions.
• Facilitate escalated communication among employees with disabilities, HR, managers, and stakeholders involved in leave of absence, short-term disability, long-term disability, and workers’ compensation.
• Coordinate with disability and leave services management and legal partners on escalated issues, ensuring alignment with policies and regulations.
• Manage sensitive cases involving behavioral health conditions with care, discretion, and appropriate escalation.
• Assist HR and department supervisors in identifying essential and marginal functions of employee positions to support appropriate accommodation decisions.
• Conduct job site analyses as needed to evaluate job demands and potential accommodations.
• Help employees understand their work restrictions, functional limitations, and their legal rights and responsibilities under applicable laws.
• Maintain strict confidentiality in all verbal and written communications and safeguard sensitive information.
• Document and maintain up-to-date, accurate case records and notes in the case management system and other designated databases.
• Avoid unnecessary delays in processing accommodation requests.
• Provide professional opinions and documentation regarding actions taken on behalf of employees with disabilities in formal grievances, arbitration, depositions, and other forums as requested.
• Adhere to internal service level agreements (SLAs) and quality standards while managing a high volume of complex cases.
• Contribute to a fast-paced, high-volume corporate accommodations function, supporting a professional employee population.

Qualifications

• Bachelor's degree
• At least 3 years of experience in leave of absence, disability case management, ADA/ADAAA accommodations, human resources, or a closely related field.
• Working knowledge of federal and state leave and disability regulations, including ADA/ADAAA and FMLA.
• Experience managing cases from initiation through resolution in a case management system.
• Demonstrated ability to communicate complex information clearly to employees, managers, and HR partners, both verbally and in writing.
• Prior experience in disability accommodations, ADA compliance, or workplace accessibility.
• Experience working with corporate or professional employee populations in a large, fast-paced organization.
• Familiarity with internal accommodation case management platforms and related HR systems.
• Understanding of medical documentation review, including interpreting physician notes related to functional limitations and work restrictions.