Accommodations Case Manager at First Horizon Bank in Memphis, TN

Accommodations Case Manager

Location: Memphis, TN, United States

Location: On site in Memphis, TN or Charlotte, NC.

Position Summary:

The Accommodations Case Manager is responsible for the end‑to‑end management of workplace accommodation and “life event” support cases for First Horizon associates. This role leads the interactive process for ADA/ADAAA accommodations and related requests (e.g., pregnancy, religious, and state/local accommodation requirements), partners with a third‑party vendor to operationalize approved accommodations, and coordinates referrals to additional resources (e.g., our ComPsych partner) to support associates holistically. The Case Manager serves as a subject matter resource to associates, managers, and HR partners, ensuring consistent, timely, and compliant outcomes that balance associate needs and business requirements.

Key Responsibilities Accommodation Case Management:

Own the intake, triage, and end‑to‑end management of accommodation cases for associates, from initial request through implementation and follow‑up.

Lead the interactive process, including essential job function analysis, medical documentation review (within legal parameters), reasonable accommodation exploration, and undue hardship assessment.

Coordinate with HR Business Partners, People Leaders, IT, Facilities/Ergonomics, and third‑party vendors to implement approved accommodations (e.g., equipment, schedule changes, remote work arrangements, software/assistive technology).

Maintain proactive, empathetic communication with associates and managers; set expectations, timelines, and next steps; ensure updates at key milestones.

Life Events & Wellbeing Support

Identify cases that warrant connection to our ComPsych partner or other internal/external resources (e.g., EAP, behavioral health, financial wellbeing, grief support, crisis response).

Provide compassionate guidance and handoffs during sensitive life events (e.g., serious illness, bereavement, domestic violence, natural disasters), ensuring confidentiality and continuity of support.

Partner with leave and disability vendors/teams to manage interplay between accommodations and leave laws/policies (e.g., ADA/ADAAA and FMLA/STD/LTD interplay), escalating complex scenarios appropriately.

Vendor & Stakeholder Management

Serve as day‑to‑day point of contact with the accommodations implementation vendor; track SLAs, escalate issues, and ensure timely procurement/fulfillment of approved solutions.

Educate and coach managers and HR colleagues on roles/responsibilities in the interactive process and effective implementation.

Compliance, Documentation, and Risk

Ensure compliance with ADA/ADAAA, the Pregnant Workers Fairness Act, Title VII religious accommodations, state/local laws, GINA, and relevant bank policies.

Maintain complete, confidential documentation in designated HRIS/case management systems; ensure access controls and data retention align with legal and policy requirements.

Prepare for internal/external audits; support Legal on EEOC responses or escalated matters.

Data, Reporting, and Continuous Improvement

Track caseload status, cycle times, outcomes, and trends; produce dashboards and narrative insights for leadership.

Identify recurring barriers and recommend process, policy, or training enhancements to improve speed, consistency, and associate experience.

Develop and deliver training and guidance materials (job aids, toolkits, manager FAQs) to drive understanding and adoption.

Education and Experience

Bachelor’s degree in Human Resources, Business, Industrial/Organizational Psychology, Healthcare Administration, or related field; or equivalent practical experience, preferred.

3–5+ years of direct experience managing ADA/ADAAA accommodations and related cases in a mid‑to‑large organization, preferably within a regulated industry (e.g., financial services, healthcare, manufacturing).

Experience partnering with third‑party accommodations and/or EAP vendors; demonstrated vendor performance and escalation management.

Familiarity with the interplay among accommodations, leave programs (FMLA, state leaves), and disability benefits (STD/LTD).

Knowledge, Skills, and Competencies

Deep working knowledge of ADA/ADAAA, PWFA, Title VII religious accommodation standards, state/local accommodation laws, and confidentiality requirements (ADA/GINA; familiarity with HIPAA when coordinating with covered vendors).

Strong case management skills with the ability to prioritize a high‑volume caseload and meet service-level timeframes.

Exceptional communication and coaching skills; able to navigate sensitive situations with empathy and professionalism.

Sound judgment and risk awareness; able to balance associate needs with essential job functions and business operations.

Analytical orientation; comfortable interpreting medical restrictions, job requirements, and operational constraints to develop practical solutions.

Proficient with HRIS and case management systems (e.g., Workday, ServiceNow, or similar), Microsoft 365, and reporting/visualization tools.

Preferred Qualifications

SHRM‑CP/SHRM‑SCP, PHR/SPHR, CPDM (Certified Professional in Disability Management), ADA Coordinator Training Certification, or related credential.

Experience building or refining an accommodations program, including policy, workflows, and training.

Experience in multi‑state environments with different accommodation and leave requirements.

Work Environment and Physical Requirements

Full-Time On-Site; occasional travel for training or meetings may be required.

Ability to review digital/printed materials and conduct virtual and in‑person meetings.