Operations Dispatch Coordinator

Title: Remote Operations Dispatch Coordinator

Location: United States

Job Description:

Schedule: Monday-Friday 11am-8pm EST

PRIMARY PURPOSE:  To accurately route and assign claims, tasks and related requests within the claims management system and provide operational support to temporary housing colleagues by ensuring timely, accurate and appropriate workflow distribution,

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Sets up and assigns new claims, tasks and requests into the claims management system.
• Enters and reviews claims data into claims management system upon request, ensuring accuracy and completeness.
• Reviews claims data into notes and documentation to determine appropriate assignment, urgency and next step.
• Makes outbound calls to carriers, adjusters or internal partners to obtain required information, approvals or clarification.
• Find opportunities to refer claims within the organization based on established assignment processes and resource guidelines.
• Assigns claims using the tools , provided considering workload distribution, service expectations and priority level.
• Supports hotel and housing coordinators by providing accurate information during the claim set up and assignment process.
• Uses multiple platforms to review, route and adjust claim assignments as needed.
• Makes outbound calls and/or texts to adjusters to discuss claim details for assignment. (Using Sedgwick’s texting platform)
• Ensures all parties have the required information in order to successfully manage a temporary housing claim, including, loss location, first notice of loss (FNOL), scheduled dates and urgency indicators.
• Works with management to make determination on assignment process and resource utilization.
• Monitors open items and follows up on outstanding tasks to ensure timely progression of claim activity.
• Escalates urgent issues, delays or discrepancies to leadership as appropriate

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing

High school diploma or GED required.

Experience

Two (2) years of clerical, administrative, dispatch or property claims management experience or equivalent combination of education and experience required. Experience working in a fast paced environment involving task routing, workflow coordination or claim support preferred.

Skills & Knowledge

• Fluent in Spanish is a plus
• Excellent oral and written communication skills, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretative skills
• Strong organizational and prioritization skills
• Excellent interpersonal skills
• Ability to review documentation thoroughly and accurately
• Ability to work in a team environment while managing individual accountability
• Ability to remain calm, professional and solution focused when navigating challenging interactions, competing priorities or workplace conflict
• Demonstrates resilience and emotional composure when receiving feedback, addressing concerns or working with colleagues under pressure
• Ability to communicate respectfully and assertively with colleagues while maintaining appropriate boundaries and not taking difficult interactions personally
• Ability to handle, repetitive, high volume work with consistency and attention to detail
• Ability to meet or exceed performance competencies

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.of the position at any time.