Note: The job is a remote job and is open to candidates in USA. Ohio BWC is the state agency that cares for Ohio workers by promoting a culture of safety at work and ensuring quality medical care for injured workers. They are seeking Customer Service Representatives who will provide superior customer service in an inbound call center environment, assisting with inquiries related to workers' compensation coverage.
Responsibilities
- Under general supervision, provides information/assistance to customers in order to resolve inquiries &/or complaints concerning Ohio workers’ compensation coverage
- Responds verbally (i.e., face-to-face or telephone) &/or in writing (i.e., email, web chat) to inquiries from BWC’s employers, third party representatives, accountants, injured workers, managed care organizations, providers, state agencies & general public regarding a multitude of claims issues (e.g., claim status, disability, lump sum payments, travel expenses, wages, medical bills, risk information, changes of address, lost/stolen checks, status of indemnity/medical paid, how to initiate &/or reactivate claim, how to file legal bill payment, how to obtain worker’s compensation coverage for new businesses)
- Provides technical assistance concerning use/navigation of OhioBWC.com and assist callers with OHID creation and trouble-shooting
- Explains BWC policies & procedures to customers; establishes binder/applications. maintenance, demographics, supplemental & legal entities, manual classifications, debits/credits & payroll reports &/or various programs (e.g., $15,000 medical only, drug free safety program, group & retro)
- Researches & explains employer refunds, attorney general balances, payments made to policies &/or dividend credits
- Interprets & explains reportable & non-reportable remuneration, officer limitations for reportable payroll & public employer volunteer minimum report amounts for reportable payroll
- Processes employer payroll report & takes payments & revises/bill employers security deposits; analyzes & interprets information housed on BWC systems (e.g., website, BWCweb, CoreSuite, Cambridge) to determine appropriate response for customers
- Identifies & contacts appropriate resource within BWC if unable to resolve customer issue
- Accurately documents (electronically) reason codes for each call handled to allow for statistical analysis on customer inquiries
- Identifies & reports customer trends to call center management (e.g., high volume of calls from customers on a specific issue)
- Handles overflow of telephone inquiries from other BWC telephone numbers
- Mails forms &/or information to injured workers, employers &/or providers &/or their representatives
- Assists in providing information in response to Ohio Business Gateway inquiries
Skills
- Pass a civil service examination
- Ability to provide information/assistance to customers to resolve inquiries &/or complaints concerning Ohio workers' compensation coverage
- Respond verbally (i.e., face-to-face or telephone) &/or in writing (i.e., email, web chat) to inquiries from BWC's employers, third party representatives, accountants, injured workers, managed care organizations, providers, state agencies & general public regarding a multitude of claims issues
- Provide technical assistance concerning use/navigation of OhioBWC.com and assist callers with OHID creation and trouble-shooting
- Explain BWC policies & procedures to customers; establish binder/applications, maintenance, demographics, supplemental & legal entities, manual classifications, debits/credits & payroll reports &/or various programs
- Research & explain employer refunds, attorney general balances, payments made to policies &/or dividend credits
- Interpret & explain reportable & non-reportable remuneration, officer limitations for reportable payroll & public employer volunteer minimum report amounts for reportable payroll
- Process employer payroll report & take payments & revise/bill employers security deposits; analyze & interpret information housed on BWC systems to determine appropriate response for customers
- Identify & contact appropriate resource within BWC if unable to resolve customer issue
- Accurately document (electronically) reason codes for each call handled to allow for statistical analysis on customer inquiries
- Identify & report customer trends to call center management
- Handle overflow of telephone inquiries from other BWC telephone numbers
- Mail forms &/or information to injured workers, employers &/or providers &/or their representatives
- Assist in providing information in response to Ohio Business Gateway inquiries
- Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers' compensation claims & workers' compensation coverage
- Skill in operation of personal computer, calculator, &/or keyboard
- Ability to gather, collate, & classify information about data, people, or things; apply rules & regulations to specific, occasionally unfamiliar, problems; prepare meaningful, concise, & accurate reports & written responses; maintain accurate records; deal with angry or hostile public
- 12 mos. trg. or 12 mos. exp. in public relations or position responsible for receiving & responding to written & verbal public inquiries &/or complaints; formal education in arithmetic that includes addition & subtraction & in reading, writing, & speaking common English vocabulary
Benefits
- Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
- Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.
- Paid time off, including vacation, personal, and sick leave
- 11 paid holidays per year
- Childbirth/Adoption leave
- The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
- OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.
- The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.
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