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Job Description
Description Our Mission:
Keep Washington Safe and Working!
Our Values:
Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability Please Note:
This recruitment is being used to fill multiple permanent positions . Are you looking to put your highly developed customer service skills to work? Are you comfortable and able to excel in a fast-paced work environment? Bring your customer service skills to Washington State Department of Labor & Industries (L&I), the employer of choice. We are excited to announce the opportunity to join our team and work in a positive, goal-oriented atmosphere as a Program Assistant within the Insurance Services Claims Administration Support Units. This position is located within the Department of Labor and Industries, Insurance Services, Claims Administration Program, and reports to the Program Support Supervisor 2. The Claims Administration Program is the agency's specialized program that administers the Washington State Fund Workers' Compensation program. This position furthers the agency's mission to "Keeping Washington Safe and Working" by providing timely, accurate, and excellent customer service to workers, employers, medical providers and internal customers. The position independently resolves complaints, inquiries and client/customer problems while maintaining appropriate confidentiality. Regularly exercises program-specific knowledge of laws and regulations and contributes to the state's economic well-being by assisting agency staff in providing injured workers' benefits to which they are entitled. This position provides agency interpretation and applies knowledge of laws, regulations and processes in the resolution of inquiries, complaints and problems . Our Program Assistant acts as liaison between the customer and the workers' compensation adjudicator staff (WCAs) and resolves customer service-related complaints and concerns through the review of claim file information. Duties Some of what you'll do: Respond promptly to a high volume of customer telephone inquiries using a multi-line telephone system. Independently provide interpretation and apply knowledge of Claims laws, regulations, and processes in the resolution of problems and requests. Read and apply information from computer programs, resource manuals, Washington Administrative Codes (WACs), Revised Code of Washington (RCWs) and documents submitted by customers. Verify caller's relationship to the claim, use double identifiers when appropriate to ensure caller is entitled to receive the information that maybe confidential in nature. Respond to inquiries from injured workers, medical providers, employers, attorneys and other customers; listen to callers, identify issues and barriers, provide options, and fulfill services. Navigate through multiple computer programs while inputting data quickly. Act as a liaison between customers and agency. Offer assistance to other state agencies. Provide assistance and problem resolution to clients/customers regarding their options, rights, regulations, and services available within the agency including their option for attorney representation. Provide explanations on forms, letters and other informational materials. Maintain confidentiality and compliance with applicable statutes and agency policies and procedures.
Qualifications Required:
High School Diploma, GED, or equivalent. AND 2 years of clerical or customer service experience assisting clients/customers regarding inquiries, complaints or problems. AND Ability and skill to keyboard at a minimum of 40 words per minute, accounting for errors, with a 5-minute typing test. When applying, please provide an online typing assessment, ensuring it includes net WPM and shows a minimum of 5 minutes in length. To see a typing assessment that meets the requirements visit www.typing.com/student/tests Select and take the 5-minute assessment. Take a screen shot of your result, save, and attach during the online application process. Please do not send a link. AND Basic skills (Level 1) in the MS Office suite of applications, especially in MS Outlook, MS Excel, and MS Word. OR Equivalent education/experience
Required Equity Competencies:
The ability to take action to learn and grow. The ability to take action to meet the needs of others.
Desired:
Associate's degree
Call Center Experience:
Experience working with a multi-line telephone queue system. Professional phone presence in a high volume fast-paced call center environment. Ability to listen attentively to callers, identify issues, provide options, and exercise knowledge of program and independent judgment in a courteous manner. Be able to multi-task - This position requires the ability and skill to spend 70% of the day in the phone queue assisting customers while completing other assigned clerical duties. Competent in performing multiple competing priorities, work within multiple computer programs and keeping up to date information. Supplemental Information Things You Need To Know At L&I, your voice matters. L&I is a diverse state agency dedicated to the safety, health and security of Washington's 3.3 million workers. Watch this brief video and learn more about why L&I is an employer of choice. L&I provides a modern work environment and excellent benefits including paid leave, tuition reimbursement, Infants at Work Program and a generous retirement package for qualified employees at the end of their career. Click on the "Benefits" tab to learn more. For this position, telework is dependent upon business needs and supervisor approval. The assigned duty station for this position is Tumwater, Washington. For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer. To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts. Application process We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement. Please include the following documents with your application: A cover letter describing specific qualifications. A current resume detailing applicable experience and education. A list of at least three professional references with current telephone numbers. Online typing assessment, ensuring it includes net WPM and shows a minimum of 5 minutes in length www.typing.com/student/tests Please note : Your application will be considered incomplete if your resume, cover letter and typing assessment are not attached . Please do not attach or place any medical information within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again. To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice:
Prior to a placement in this position, a background check, including criminal history records will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position. Other information For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business. This position is represented by the Washington Federation of State Employees (WFSE). Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future. The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
Please note:
L&I may use this announcement to fill multiple permanent and/or non-permanent positions. Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment. Did You Know? Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer. In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers. Veterans Preference Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I's Jobs@lni.wa.gov. Diversity, Equity, and Inclusion Employer L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe in the importance of recognizing the value each of us contributes to the success of the agency mission. Having a diverse workforce is this agency's greatest source of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone. The State of Washington is an equal opportunity employer. People with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service. You are welcome to include the name and pronoun(s) you would like to be referred to in your materials, and we will honor this as you interact with our award-winning diverse and inclusive organization. For more Information If you have any questions regarding this job posting, program, the agency, or to request a copy of the Position Description Form (PDF) please contact Elena Emery at Jobs@lni.wa.gov.
