Lead Case Specialist- Accommodations


Location:Newark, DE
Type:Direct Hire
Job ID:3120


Melissa Powell


Job Summary:

Are you looking to work in a rapidly growing, fast-pace environment? Join our team to make decisions and generate solutions so that associates can continue to work for a preferred employer throughout the United States. As the Lead Case Specialist, you will be an advocate for our associates with strong customer service and reasonable accommodation background. In this role you’ll multi-task like a pro and dive deep into details to ensure our associates can be successful on the job!

This role is on our Accommodations Central Team in Newark, DE. 

What you’ll do:

  • Receives and reviews medical documentation and information for associates with and without restrictions for temporary and permanent accommodation requests as well as for disability-related accommodations.
  • Maintains regular contact with associates, supervisors, health care providers, and other key stakeholders regarding progress, status of accommodation and assists in the resolution of any challenges related to the accommodations.
  • Provide guidance and information on the status of reasonable accommodation requests with aligned partners.
  • Adheres to all confidentiality requirements for medical, employment, and legal regulations.
  • Contacts local teams to obtain specific information regarding need for documentation of accommodation.
  • Coordinates return to work notifications -  including job training schedule, and availability of positions.
  • Prepare KPI data weekly, monthly, and as needed to leadership team.
  • Update and coordinate training materials and agenda for new Accommodation Central team members
  • Provide guidance and support to Accommodation Case Coordinators.
  • Escalate case issues and team concerns to manager.
  • Lead weekly meetings with team members reviewing team KPI’s and cases.
  • Audit AC Team cases to ensure cases are being progressed efficiently and correctly.
  • Documents all communications and contact with associates, client, onsite teams, physicians; prepares reports and/or forms documenting the results of research; and tracks disposition decisions.

What you’ll need:

  • 2+ years experience working with disability or vocational rehabilitation
  • 2+ years experience in high volume call center or office/Administrative environment
  • Experience working with and managing teams and work processes in a fast paced environment
  • Working knowledge of ADA/ADAAA, CPDM/CRC/COHN certification, or medical background preferred
  • Associate’s degree preferred; or equivalent work experience
  • Excellent oral and written communication, including presentation skills
  • PC literate, including Microsoft Office products (MS Windows, Internet, Word, Excel, etc.)
  • Must be able to communicate with professionalism and courtesy with all levels of organizations
  • Ability to recognize situations which need to be escalated
  • Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle multiple priorities simultaneously; and ability to meet deadlines




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