Advocacy Coordination Team Specialist

Sedgwick Claims Management Services Ltd; Orlando (FL); Hybrid; USD 30,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with matching

Paid time off

Disability and life insurance

Employee assistance program

Flexible spending account

Job summary

Sedgwick is seeking an Advocate to handle escalated inquires across lines of business, focusing on FMLA, disability, and leave claims with a strong emphasis on customer care.

Hybrid role; candidates must live near one of Sedgwick’s centers. The position requires careful claim evaluation, accurate documentation, and timely payments.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• 3 years of related disability claims experience; HR systems experience beneficial.
• Knowledge of ERISA, FMLA, ADAAA and disability procedures.

Responsibilities

• Makes independent claim determinations to approve complex claims or advise denial to team lead.
• Analyzes and authorizes leave, accommodation, disability and statutory claims and determines benefits.
• Enters and adjusts payments and supports payment research and resolution.
• Communicates clearly with claimants and clients by phone, mail, or system.
• Handles escalated calls to achieve one-call resolution and maintain client relations.
• Ensures claims files are coded correctly with proper documentation.
• Reviews medical information to determine disability as defined by plan rules.
• Informs claimants of required documentation, timeframes, and status.
• Determines benefits due and processes payments and adjustments.

Skills

Interpersonal skills

Analytical thinking

Problem solving

Communication skills

Decision making

Teamwork

Multitasking

De-escalation

Education

High school diploma or GED

Bachelor's degree preferred

Tools

SMART

SIR

GAIN

TAMS

Juris

viaOne express

mySedgwick

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 CompaniesCertified as a Great Place to WorkFortune Best Workplaces in Financial Services & InsuranceAdvocacy Coordination Team SpecialistOur teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826Eden Prairie, MN : 11000 Prairie Lakes Drive Eden Prairie, MN 55344Dublin, OH : 5500 Glendon Court Dublin OH 43016New Albany, OH : 7795 Walton Parkway New Albany, OH 43054PRIMARY 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 RESPONSIBILITIESMakes 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 RESPONSIBILITIESPerforms other duties as assigned.QUALIFICATIONSEducation & LicensingHigh school diploma or GED required. Bachelor's degree from an accredited college or university preferred.ExperienceThree (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 & KnowledgeKnowledge of ERISA regulations, state and federal FMLA, ADAAA, Social Security application procedures, required offsets and deductions, and disability proceduresWorking knowledge of medical terminology and duration managementProficient computer skills including working knowledge of Microsoft OfficeExemplary call handling and de-escalation skillsExcellent interpersonal communication skills, oral and writtenAnalytical, interpretive, and critical thinking skillsEffective decision-makingAbility to manage ambiguityStrong organizational and multitasking skillsAbility to exercise judgement autonomously within established proceduresAbility to work in a team environmentAbility to meet or exceed performance competencies as required by programWORK ENVIRONMENTRequired 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 deadlinesPhysical : Ability to sit at a desk for extended periods while operating a computer and phone system. Travel as required.Auditory/Visual : Hearing, vision and talkingNOTE : Credit security clearance, confirmed via a background credit check, is required for this position.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.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 $22.00-$23.00 hourly 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.Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.