The Accommodation Consultant (AC) will work directly with employees and senior leadership in providing medical accommodations. The AC will be the primary contact for the employee as they proceed through the accommodation process. This role will have exceptional communication and organizational skills, superior attention to detail, ability to prioritize in a fast-paced environment, strong analytical and critical thinking skills, along with the customer service focus that employees expect from Amazon.

Key job responsibilities
· Perform medical documentation reviews to ensure compliance and to support employee requests for accommodation in safe and productive assignments
· Serve as a subject matter expert on the accommodations process as well as provincial and federal disability laws.
· Coordinate the accommodation process and provide end-to-end case management
· Collaborate with Stakeholders to determine and finalize accommodation approval/denials
· Collaborate with leave of absence case managers
· Communicate the accommodation decision, disseminate the Job Accommodation Record (JAR) to the employee, and partner with appropriate stakeholder(s) for implementation
· Educate employees and HR on complicated aspects of the return to work, accommodation, and complex case processes
· Direct employees to the appropriate resource for answers
· Maintain a case load of up to 120 cases.
· Ability to discern when to escalate complex issues to the Sr. Accommodation Consultant
· Maintain system records to ensure accurate and timely information/documentation
· Provide education for employees, managers, HR and others in DLS
· Adhere to internal SLAs and quality standards
· Consult, coordinate and partner with our third party administrators, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
· Participate in other activities and projects within the DLS program
· Maintain regular, reliable and timely attendance
· Perform other duties as assigned


Key job responsibilities
· Perform medical documentation reviews to ensure compliance and to support employee requests for accommodation in safe and productive assignments
· Serve as a subject matter expert on the accommodations process as well as provincial and federal disability laws.
· Coordinate the accommodation process and provide end-to-end case management
· Collaborate with Stakeholders to determine and finalize accommodation approval/denials
· Collaborate with leave of absence case managers
· Communicate the accommodation decision, disseminate the Job Accommodation Record (JAR) to the employee, and partner with appropriate stakeholder(s) for implementation
· Educate employees and HR on complicated aspects of the return to work, accommodation, and complex case processes
· Direct employees to the appropriate resource for answers
· Maintain a case load of up to 120 cases.
· Ability to discern when to escalate complex issues to the Sr. Accommodation Consultant
· Maintain system records to ensure accurate and timely information/documentation
· Provide education for employees, managers, HR and others in DLS
· Adhere to internal SLAs and quality standards
· Consult, coordinate and partner with our third party administrators, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
· Participate in other activities and projects within the DLS program
· Maintain regular, reliable and timely attendance
· Perform other duties as assigned

A day in the life
Case Management:
Review daily tasks and ensure completion per SLA - tasks include those for cases in which you are the owner, as well as coverage for peers out of the office
Review new accommodation requests from employees
Follow up on existing cases
Document case progress and updates
Update case management systems
Stakeholder Communication & Coordination Internal Stakeholders:
Employees requesting accommodation
HR Business Partners
Site Operarions
Direct supervisors/managers
DLS team members
Customer Service (Primary Customers: Amazon Employees)
Respond to employee inquiries about accommodation processes
Guide employees through documentation requirements
Explain rights and responsibilities
Provide status updates on pending cases
Address concerns or questions
Problem-Solving Examples:
Finding suitable workplace modifications for employees with disabilities
Coordinating return-to-work arrangements
Managing high-volume periods (Peak, Prime Day)
Ensuring compliance with federal and provincial legislation
Balancing business needs with employee accommodations
Peak Period Management
Adjust workload during high-volume periods
Prioritize urgent cases
Coordinate with team members for coverage
Manage increased caseload efficiently
The role serves as a crucial link between employees needing accommodations and Amazon's operational requirements, ensuring both compliance and employee support while maintaining business continuity.

About the team
From a customer driven perspective, Accommodation Consultants strive to provide the best customer service and facilitate working at the best employer on earth.
Accommodation Consultants work directly with customers at many levels, from associates, managers and legal representatives the team provides expert knowledge in accommodation best practices.
The Accommodation Consultant will work with a team of managers, Accommodation Consultants and administrative professionals to deliver service and equity to all individuals.• 1+ years of human resources experience
• 1+ years of customer service experience
• 1+ years of case management experience
• Microsoft Office products and applications proficiency
• Experience in investigations case management
• Proficiency in both English and Spanish
• 2+ years of human resources functions experience
• Bachelors degree (or equivalent experience) in psychology, physiotherapy, disability management or related medical fields
• Knowledge Applicant Tracking Systems are preferred
• Experience with case/claim management systems and prolonged claims
• Bachelor's degree in business, HR, or a related field, or High school or equivalent and 1+ years of case management experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.