Note: The job is a remote job and is open to candidates in USA. Old Woman Creek National Estuarine Research Reserve is a state agency dedicated to promoting worker safety and providing quality care for injured workers in Ohio. They are seeking Customer Service Representatives who will deliver superior service in a call center environment, assisting customers 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
- 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
- Or equivalent of Minimum Class Qualifications for Employment noted above
- Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers' compensation claims & workers' compensation coverage; speech &/or oral communications; public relations; addition, subtraction, multiplication, & division of whole numbers, fractions, decimals, & percentages; IRS Publication 525 & the Health Insurance Portability & Accountability Act (i.e., HIPAA); Ohio Revised Codes Sections 4121 & 4123
- 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
Benefits
- Annual wage increases after reaching step 2
- After 5 years of employment longevity pay supplement is given
- Bi-lingual Representatives are paid an additional $1.05/hour supplement
- Quality, affordable, and competitive medical benefits are offered through the availableOhio Med plans.
- Dental, vision, and basic life insurance premiums are free after completedeligibility 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
- TheState 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 employeesalary.
- The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan.
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