Operations Dispatch Coordinator

Operations Dispatch Coordinator

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.

Sedgwick has been recognized by Newsweek as one of America’s Greatest Workplaces, certified as a Great Place to Work®, and featured in Fortune's Best Workplaces in Financial Services & Insurance.

This Operations Dispatch Coordinator role operates on a schedule of 11 AM - 8 PM EST, Monday through Friday, focusing on routing and assigning claims, tasks, and related requests within the claims management system, and providing essential operational support to claims staff through timely, accurate, and appropriate workflow distribution.

Primary Purpose

To accurately route and assign claims, tasks, and related requests within the claims management system and provide operational support to the claims staff 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 the claims management system upon request, ensuring accuracy and completeness.
• Reviews claim notes and documentation to determine appropriate assignment, urgency, and next steps.
• Makes outbound calls to carriers, adjusters, or internal partners to obtain required information, approvals, or clarification.
• Finds 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 claims staff by providing accurate information during the claim setup 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 to successfully manage a claim, including loss location, first notice of loss (FNOL), scheduled date, and urgency indicators.
• Works with management to determine 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 a plus.
• Excellent oral and written communication skills, including presentation skills.
• PC literate, including Microsoft Office products.
• Analytical and interpretive 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 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.

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 $17-$18/hr. Always accepting applications.

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.

Key skills/competency

• Claims processing
• Workflow management
• Dispatch operations
• Data entry accuracy
• Administrative support
• Customer communication
• Microsoft Office Suite
• Organizational skills
• Problem-solving
• Detail orientation