Operations Support Services Specialist

About the role

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Responsibilities

• Provides leadership, direction, and support to a team of Operations Support Services (OSS) colleagues.
• Assigns and monitors workload for OSS colleagues; coordinates project volume and assignments; ensures that processes and procedures are adhered to and that department objectives and Service Level Agreements (SLAs) are met.
• Assists leadership to establish departmental procedures, standards, and metrics.
• Supports OSS Coordinators and OSS Associates by providing advice on handling complex issues.
• Tracks non-compliance issues and monitors through to resolution; acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions.
• Communicates high visibility issues to immediate supervisor.
• Maintains high level of knowledge of applicable claim systems, processes, and procedures to assist in a resolution to customer issues.
• Escalates calls to the appropriate departments as needed.
• Provides status and follow-up information to customers as needed.
• Reviews quality data, conducts audits, tracks quality metrics and reports findings to appropriate management.
• Conducts training for OSS Coordinators and OSS Associates.
• Monitors incoming calls and emails to ensure issues are addressed and resolved in a timely manner.
• Assists leadership to identify and implement process improvement initiatives.
• Assists in interviews of Coordinators and Associates and provides feedback to hiring manager.
• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Travels as required.

Requirements

• Bachelor's degree from an accredited college or university preferred.
• Three (3) years claims management experience or equivalent combination of experience and education required.

Skills

• Excellent oral and written communication, including presentation skills.
• PC literate, including Microsoft Office products.
• Leadership/management/motivational skills.
• Analytical and interpretive skills.
• Strong organizational skills.
• Excellent negotiation skills.
• Ability to work in a team environment.
• Ability to meet or exceed Performance Competencies.
• Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion.
• Ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.

Pay

For the jurisdiction noted in this job posting, the range of starting pay for this role is $39,536.00 - $71,165.00 USD Annual.

Benefits

• Medical, dental, and vision insurance.
• 401k with matching.
• Paid time off (PTO).
• Disability and life insurance.
• Employee assistance program.
• Flexible spending or health savings account.
• Additional voluntary benefits.

Work Environment

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.
• Physical: Computer keyboarding, travel as required.
• Auditory/Visual: Hearing, vision, and talking.
• When applicable and appropriate, consideration will be given to reasonable accommodations.