ERICA LAZCANO
Lake in the Hills
Summary
Analytical and compassionate accommodations professional with over six years of progressive experience managing ADA compliance and accommodations programs across corporate and professional testing environments. Expert in the full lifecycle of the accommodation process — from intake through closure — ensuring fairness, legal compliance, and operational excellence. Recognized for sound judgment, discretion, and empathetic communication when handling sensitive or complex cases. Proven track record of optimizing workflows, training staff, and driving process improvements aligned with ADA/ADAAA regulations and internal policy requirements.
Overview
6
6
years of professional experience
Work History
ADA Program Analyst
National Association of Boards of Pharmacy (NABP)
Mount Prospect
11.2023 - Current
- Administer ADA/ADAAA accommodation programs for all NABP licensure and competency examinations, ensuring full regulatory compliance and equitable access.
- Review, evaluate, and approve accommodation requests while serving as the primary liaison for candidates, healthcare providers, and academic disability service offices.
- Partner cross-functionally with Legal Counsel, Operations, and Customer Engagement teams to resolve escalated or complex accommodation cases, ensuring timely and defensible determinations.
- Analyze accommodation data to identify trends, inform policy decisions, and support continuous process improvement initiatives within the Competency Assessment department.
- Contribute subject-matter expertise on ADA compliance to update internal SOPs, guidance documents, and external communications for candidates and stakeholders.
- Represent NABP at national accessibility and testing-accommodation conferences, including the National ADA Symposium and Testing Agency Disability Forum.
- Streamline review workflows to improve case turnaround times, enhance communication consistency, and ensure high-quality service to all examinees.
- Collaborate with internal and external partners to expand accessibility resources and ensure clear guidance for candidates seeking examination accommodations.
ADA Accommodations Specialist
Sedgwick Claims Management Services
Chicago
08.2019 - 10.2023
- Managed complex ADA accommodation cases from intake through resolution, ensuring full compliance with ADA/ADAAA regulations, confidentiality standards, and client-specific policies.
- Reviewed and analyzed medical documentation to determine eligibility and engaged in the interactive process with employees, HR partners, and healthcare providers to identify reasonable accommodations.
- Designed and implemented individualized accommodation plans that balanced employee needs with business operations, promoting equitable access and workplace inclusion.
- Partnered with Leave Management, Benefits, and Legal teams to coordinate concurrent leave and accommodation cases, ensuring alignment with FMLA and other statutory requirements.
- Maintained meticulous case documentation within electronic case management systems, achieving 100% compliance during client and internal audits.
- Delivered consistent, empathetic communication to employees and stakeholders throughout the accommodation process, fostering trust and transparency.
- Supported two high-profile national clients, Comcast and Universal Studios Hollywood, managing high-volume, high-sensitivity caseloads with exceptional service delivery.
- Trained peers on ADA best practices, case documentation, and communication protocols to strengthen team capability and ensure process consistency.
Education
ADA Coordinator Certificate - ACTCP Program
University of Missouri
Columbia, MO124 Credits - Marketing & Communication
Concordia University
River Forest, ILAssociate of Arts - Business
Triton College
River Grove, ILSkills
- ADA & ADAAA Compliance Expertise
- Reasonable Accommodation Facilitation
- Disability Law Interpretation & Adherence
- Interactive Process Coordination
- Complex Case Management & Documentation
- HR Operations & Policy Compliance
- Confidential Data Governance
- Cross-Function & Interdepartmental Collaboration
- KPI Reporting, Metrics Analysis & Program Evaluation
- Standard Operating Procedure (SOP) Development & Process Optimization
- Stakeholder Engagement & Conflict Resolution
- Continuous Improvement & Change Management
PROFESSIONAL DEVELOPMENT
- National ADA Symposium, Atlanta, GA – 2025
- Testing Agency Disability Access Forum (TADAF) – 2025 (Louisville, KY)
- Testing Agency Disability Access Forum (TADAF) – 2024 (Philadelphia, PA)
- ADA Coordinator Conference, Madison, WI - 2024
Additional Experience
- Travelers Insurance – Investigative Claims Analyst (2012–2014)
- American Family Insurance – Agency Owner (2009–2012)
Timeline
ADA Program Analyst
National Association of Boards of Pharmacy (NABP)
11.2023 - Current
ADA Accommodations Specialist
Sedgwick Claims Management Services
08.2019 - 10.2023
ADA Coordinator Certificate - ACTCP Program
University of Missouri
124 Credits - Marketing & Communication
Concordia University
Associate of Arts - Business
Triton College