Advocacy Coordination Team Specialist

Sedgwick; Dubuque (IA); On-site; USD 52,000 - 74,000; Full time

Job summary

Sedgwick is seeking an Advocacy Coordination Team Specialist to research, resolve, and administer escalated inquiries across lines of business, including FMLA, disability, and statutory leaves. You will interpret regulations, process claims, and ensure accurate benefit determinations while maintaining customer care.

Role requires strong communication, analytical thinking, and ability to work with complex medical information to determine benefits and documentations. Travel may be required.

Qualifications

• Three (3) years of related experience or equivalent combination of experience and education.
• Experience with disability claims processing and regulations.
• Experience with HR systems preferred (SMART, SIR, GAIN, etc.).
• Strong knowledge of ERISA, FMLA, ADAAA requirements and disability procedures.

Responsibilities

• Makes independent claim determinations and approves or recommends claim outcomes.
• Analyzes and authorizes leave, accommodation, disability, and statutory claims.
• Enters and adjusts payments; supports payment research and resolution.
• Communicates with claimants, HR managers, and clients to resolve claims.
• Facilitates claim resolution and aims for one-call resolution where possible.
• Ensures claims files are well-documented and compliant.

Skills

ERISA regulations

FMLA

Disability claims

Medical terminology

Microsoft Office

Communication skills

Education

High school diploma

Bachelor's degree preferred

Tools

SMART

SIR

GAIN

TAMS

Juris

viaOne express

Job description

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

Advocacy Coordination Team Specialist

PRIMARY PURPOSE:

Actively researches, resolves, and administers escalated inquires for all lines of business, including but not limited to Family Medical Leave (FMLA), complex paid and unpaid state, military, and company-specific leaves, accommodations, disability and statutory claims. Provides excellent customer service displaying care and empathy to callers regarding claims and executes technical and jurisdictional requirements for accurate claims processing, benefit review and interpretation of regulations, financial payment processing, and error correction of complex or high exposure claims.

ESSENTIAL FUNCTIONS And RESPONSIBILITIES

• Makes independent claim determinations, based on the information received, to approve complex claims or make a recommendation to team lead to deny claims based on the requirements.
• Analyzes and authorizes leave, accommodation, disability, and statutory claims and determines benefits due pursuant to client plans, and state and federal regulations.
• Enters and adjusts payments and evaluates file interface to support payment research and resolution.
• Communicates clearly and professionally with claimant and client on all aspects of the claims process including claim approval, decision authority level to move the call forward, and issue resolution by phone, written correspondence and/or claims system.
• Facilitates claim resolution and handles escalated calls with claimant, human resources managers, treating physician’s office, client, or others with a goal of one-call resolution.
• Ensures claims files are coded correctly and that adequate documentation is in the claim.
• Reviews and analyzes complex medical information (i.e. diagnostic tests, office notes, operative reports, etc.) to determine if the claimant is disabled as defined by the disability plan and takes all necessary action to manage claims process to completion.
• Informs claimants and client of documentation required to process claims, required timeframes, payment information and claims status.
• Determines benefits due, makes timely and accurate claims payments/approvals and adjustments for workers compensation, Social Security Disability Income (SSDI), and other disability offsets.
• Maintains professional client relationships and adheres to client specific requirements such as service level expectations, regulatory requirements, and reporting.
• Meets the organization’s quality program(s) minimum requirements.

ADDITIONAL FUNCTIONS And RESPONSIBILITIES

• Performs other duties as assigned.

Qualifications

Education & Licensing

High school diploma or GED required. Bachelor's degree from an accredited college or university preferred.

Experience

Three (3) years of related experience or equivalent combination of experience and education required to include two (2) years of disability claims experience. Experience with SMART, SIR, GAIN, or other HR systems preferred. Experience with TAMS, Juris, viaOne express, and mySedgwick preferred for internal candidates.

Skills & Knowledge

• Knowledge of ERISA regulations, state and federal FMLA, ADAAA, Social Security application procedures, required offsets and deductions, and disability procedures
• Working knowledge of medical terminology and duration management
• Proficient computer skills including working knowledge of Microsoft Office
• Exemplary call handling and de-escalation skills
• Excellent interpersonal communication skills, oral and written
• Analytical, interpretive, and critical thinking skills
• Effective decision-making
• Ability to manage ambiguity
• Strong organizational and multitasking skills
• Ability to exercise judgement autonomously within established procedures
• Ability to work in a team environment
• Ability to meet or exceed performance competencies as required by program

WORK ENVIRONMENT

Required to adhere to a set schedule with established break times. When applicable and appropriate, consideration will be given to reasonable accommodations.

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

Ability to sit at a desk for extended periods while operating a computer and phone system. Travel as required.

Auditory/Visual

Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.