Operations Support Services Specialist

Operations Support Services Specialist

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.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

To support Operations Support Services leadership relating to all aspects of quality assurance; ensure service level agreements are maintained; research and resolve complex technical issues; manage and create escalation procedures; track and monitor issues ensuring a timely resolution; and to perform monthly quality and technical audits.

• Provides leadership, direction, and support to a team of 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.

Bachelor's degree from an accredited college or university preferred.

Three (3) years claims management experience or equivalent combination of experience and education required.

• 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

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is (39,536.

- 71,165.00 USD Annual.)

A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits

When applicable and appropriate, consideration will be given to reasonable accommodations.

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

Computer keyboarding, travel…