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.
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Operations Support Services SpecialistPRIMARY PURPOSE: 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.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- 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.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- Travels as required.
QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience
Three (3) years claims management experience or equivalent combination of experience and education required.
Skills & Knowledge
- 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
COMPENSATION
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 (39,536.00 - 55,350.00 - 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
WORK ENVIRONMENT
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: Computer keyboarding, 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.
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.Skills Required
- Bachelor's degree from an accredited college or university
- Three years claims management experience or equivalent
- 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
Sedgwick Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sedgwick and has not been reviewed or approved by Sedgwick.
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Leave & Time Off Breadth — Generous paid time off and paid holidays are emphasized, with PTO accruals increasing with tenure. Paid parental leave and caregiver support further expand time-off coverage.
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Healthcare Strength — Medical, dental and vision coverage is complemented by telemedicine and a personal health concierge. Wellbeing supports such as diabetes and weight-management programs, fertility services, and robust mental-health access (coaching, therapy, psychiatry) broaden care.
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Parental & Family Support — Paid parental leave and caregiver support are offered alongside family-forming resources. Fertility services and adoption assistance reinforce family-oriented benefits.
Sedgwick Insights
What We Do
From our modest beginnings as a regional claims administrator, Sedgwick has grown into a leading global provider of technology-enabled risk, benefits and integrated business solutions with 31,000+ colleagues, located across 80 countries. Through innovative product development, organic business development and strategic acquisitions, Sedgwick’s offerings continue to evolve beyond claims processing to meet the current and future needs of our clients. Our approach to delivering quality service in areas such as workers’ compensation, liability, property, disability and absence management goes far beyond just managing claims—we aim to simplify the process and reduce complexity, making it easy and effective for everyone involve.
Why Work With Us
We stay tuned into what our colleagues want and need and deliver a world-class colleague experience that demonstrates how much we value their unique contributions to our business. You’ll see and feel what it’s like to work for a company that’s committed to doing the right thing – for those we serve, for our planet and for each other.
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