Operations Support Services Specialist

🔥 0 minutes ago

🥔 Idaho, Louisiana, +3 more states – Remote

🥔 Idaho – Remote ⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote

💵 $39.5k - $71.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Sedgwick

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

💼 Consulting

🏥 Healthcare

Construction • Consulting • Healthcare

Sedgwick is a global provider of technology-enabled risk, benefits, and integrated business solutions. They help people and organizations by managing and mitigating risk with solutions in accident, health, disability, unemployment compensation, and liability claims administration, among others. Sedgwick offers services such as claims administration, building consulting, forensic accounting, and forensic engineering. Their specialties include property restoration, brand protection, and loss prevention across several industries, including agriculture, construction, and environmental sectors. The company emphasizes diversity, equity, and inclusion (DEI) as well as environmental, social, and governance (ESG) practices.

📋 Description

• Support Operations Support Services leadership on quality assurance, service level agreements, technical issues, escalation procedures, issue tracking, and monthly quality and technical audits • Provide leadership, direction, and support to a team of OSS colleagues • Assign and monitor workload, coordinate project volume and assignments, and ensure processes, procedures, department objectives, and SLAs are met • Assist leadership in establishing departmental procedures, standards, and metrics • Advise OSS Coordinators and OSS Associates on complex issues • Track non-compliance issues through resolution and identify, research, resolve, and respond to technical and non-technical issues • Communicate high-visibility issues to the immediate supervisor • Maintain knowledge of applicable claim systems, processes, and procedures to resolve customer issues • Escalate calls to appropriate departments and provide customers with status and follow-up information • Review quality data, conduct audits, track quality metrics, and report findings to management • Conduct training for OSS Coordinators and OSS Associates • Monitor incoming calls and emails to ensure timely issue resolution • Assist with process improvement initiatives • Assist in interviews and provide feedback to the hiring manager • Perform other assigned duties, support quality programs, and travel as required

🎯 Requirements

• Three (3) years claims management experience or equivalent combination of experience and education required • Bachelor's degree from an accredited college or university preferred • Excellent oral and written communication, including presentation skills • PC literate, including Microsoft Office products • Leadership, management, and 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 • Ability to handle multiple priorities and meet deadlines • Travel as required

🏖️ Benefits

• Work-life balance • Medical insurance • Dental insurance • Vision insurance • 401k • 401k matching • PTO • Disability insurance • Life insurance • Employee assistance • Flexible spending account or health savings account • Other additional voluntary benefits