Accommodations Manager

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity:

The Accommodations Manager is responsible for ensuring that we provide comprehensive support to individuals requiring accommodations under the Americans with Disabilities Act (ADA). This role involves leading and managing the ADA accommodations process, leading a team of accommodations professionals, and ensuring compliance with federal and state regulations. This role drives productivity, quality, and customer satisfaction through effective management, mentorship, and continuous improvement focus.

The Contributions You'll Make:

• Team Management: Manage dedicated accommodations staff, providing guidance, support, and professional development opportunities to ensure productivity, quality, and customer service expectations are met.
• Leadership and Cultural Influence: Mentor, coach and develop talent. Manage performance and create action plans as needed. Creates a culture that instills trust and promotes individual growth.
• Decision-Making: Evaluate escalated and highly complex scenarios, making informed decisions requiring judgment. Provide supplemental coaching as needed and develop action plans as appropriate.
• Training: Create and develop ADA training that evolves with as medical management and technology advance.
• Reporting & Analysis: Obtain, analyze, and present monthly comprehensive reports on medical management and duration trends to drive informed decision-making.
• Quality Assurance: Conduct monthly quality audits and identify trends. Aid in the development and implementation of action plans as necessary to improve team performance.
• Customer Service: Address escalated issues with empathy and provide innovative solutions that help customers navigate the accommodations process and ensure their needs are met.
• Partnership: Collaborate with fellow claim leaders and other internal partners to ensure a holistic approach to accommodations and disability management. Use this partnership to aid in aligning team goals with the strategic objectives for this product vertical as well as the broader Claims vision. 
• Continuous Improvement: Gather and bolster opportunities for technology and process improvements from the accommodations team to enhance operational efficiency, increase customer satisfaction and drive continuous improvement at the source.
• Industry Engagement: Network in industry and attends compliance conferences to stay abreast of competitive intel and on top of trends. Present findings and suggestions for claim improvements to promote a continuous improvement environment.
• Resource Management: Manage demand and capacity to ensure optimal resource allocation. Distribute workflow to ensure turnaround times are met.
• Additional Duties: Perform other duties and projects as assigned.

Minimum Knowledge & Experience:

• Bachelor’s degree, preferably in a related field like human resources or psychology.
• Current unrestricted RN license, or equivalent clinical degree.
• ADA Certified
• Minimum 5 years of clinical experience.
• Minimum 2 years of experience in disability and leave management claims. Leadership experience preferred.
• In-depth knowledge of ADA regulations, accommodations principles, and relevant federal and state regulations.
• Strong leadership, communication, and organizational skills. Excellent interpersonal skills with the ability to effect change when working collaboratively with diverse teams and stakeholders.

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.