• Job Description

  Req#: 100267
  
  William Green Building (WGBL)
  30 West Spring Street
  Columbus, 43215-2256
  
  !*!

  This position is located in Columbus, Ohio.

  A Little About Us
  With over 1,600 employees in 11 offices across Ohio, BWC is the state agency that cares for Ohio workers by promoting a culture of safety at work and at home. For Ohio employers, we provide insurance policies to cover workplace injuries, and we provide safety and wellness services to prevent injuries.

  Our Culture

  Our Vision:

  To transform BWC into an agile organization driven by customer success.

  Our Mission:

  To deliver consistently excellent experiences for each BWC customer every day.

  Our Core Values:

  One Agency, Personal Connection, Innovative Leadership, Relentless Excellence.

  What our employees have to say:
  BWC conducts an internal engagement survey on an annual basis. Some comments from our employees include:

  • I have worked for BWC for 27 years and it has been a positive experience.
    
    
    
  • I have worked with a wonderful group of people from management down to my co-workers.
  • So much opportunity for growth here, the leadership from top to bottom is stellar, the employees have pride in our agency - a great place to work!
  • Coming up on 30 years and still love what I do and where I work!
  • I find BWC to be a dynamic agency that not only provides a much-needed public service, but also has a culture of learning and development where employees are encouraged to be a part of the agency as a whole.

  About the Job

  Hablas español e inglés? Do you have at least 12 months of experience in customer service? Does helping employers and injured workers sound like a fulfilling job for you?

  BWC is currently operating under a hybrid schedule that can incorporate both teleworking and in-office hours. Employees may be required to report to the office when requested by management &/or for their initial job training.

  If you answered "yes" to any of these questions, then this may be the job for you!

  What You’ll Be Doing:

  The Bureau of Workers’ Compensation Customer Contact Center is searching for a bilingual customer/employer service representative who will:

  • Assist customers with claims issues
  • Provide information and assistance to customers to resolve inquiries/complaints
  • Identify and report customer trends to call center management
  • Provide technical assistance in using OhioBWC.com
  • Identify ad contact resources within BWC if unable to resolve customer issue

  More job duties included

  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 Spanish-speaking and English-speaking 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; 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, PowerSuite, WCIS, 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.

  What’s in it for you:

  At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

  Medical Coverage

  • Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

  Dental, Vision and Basic Life Insurance

  • Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

  Time Away From Work and Work/Life Balance

  • Paid time off, including vacation, personal, and sick leave
  • 11 paid holidays per year
  • Childbirth/Adoption leave

  Employee Development Funds

  • 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.

  Ohio Public Employees Retirement System

  • 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.

  Deferred Compensation

  • The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

  EEO & ADA Statement:

  The State of Ohio is an Equal Employment Opportunity Employer and prohibits discrimination and harassment of applicants or employees due to protected classes as defined in applicable federal law, state law, and any effectiveexecutive order.

  The Ohio Bureau of Workers' Compensation is committed to providing access and reasonable accommodation in its employment opportunities pursuant to the Americans with Disabilities Act and other applicable laws. To request a reasonable accommodation due to disability, please contact ADA Coordinator Kathleen Bourke at 614-644-7811 or by email to: eeodept@bwc.state.oh.us.

  !*!

  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.

  Technical Skills: Customer Service

  Professional Skills: Active Learning, Attention to Detail, Basic Documentation, Customer Focus.

  !*!Knowledge of Ohio Revised Codes Sections 4121 & 4123; Bureau of Workers' Compensation claims examiner manual; Bureau of Workers' Compensation provider bulletin; billing reimbursement manual; speech &/or oral communications; public relations. Skill in operation of personal computer, calculator &/or keyboard. Ability to define problems, collect data, establish facts & draw valid conclusions; use proper research methods in gathering data; prepare meaningful, concise & accurate reports & written responses; maintain accurate records; deal with angry or hostile public.!*!

  Additional Information

  Scope of Civil Service Examination: This examination consists of a written multiple-choice test concerning your ability to: communicate in writing; perform general math including adding, subtracting, multiplying, and dividing numbers; comprehend written material; provide customer service; solve problems; and read and write Spanish.
  
  Maximum Time Allowed: 1 hour, 45 minutes
  
  Place of Examination: The examination will take place in Columbus, Ohio. Applicants who qualify to take the exam will be notified of the exact time and place to report for the examination. Notifications will be sent by email.
  
  All applicants are required to present photo identification prior to taking the examination.
  
  A military credit will be provided to:
  (1) Any resident of Ohio who has completed service in the uniformed services and has been honorably discharged or transferred to the reserve with evidence of satisfactory service OR any resident of Ohio who, as a member of a reserve component of the armed forces of the United States, including the Ohio National Guard, has completed more than 180 days of active duty service. The credit is an additional 20% of the total passing score.
  
  To claim this credit, you must provide a copy of your DD 214 that indicates your honorable discharge.
  
  (2) Any resident of Ohio who is a member in good standing of a reserve component of the armed forces of the United States, including the Ohio National Guard, and who has successfully completed the entry-level training. The credit is an additional 15% of the total passing score.
  
  To claim this credit, you must provide a copy of your DD 214 that indicates successful completion of your training.
  
  A person may only claim one (1) of these credits.

  
  Prior to an offer of employment, the final applicant will be required to sign a background check authorization form and undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position.
  
  Educational Transcript Policy:
  BWC requires an official transcript for any applicant claiming to meet the minimum qualifications based on educational achievement. A transcript is only considered "official" if it is verifiable through the educational institution that awarded it (e.g., contains institution watermark, ink stamp, embossed stamp, registrar contact information). If provided from an on-line transcript clearinghouse the transcript must contain clearinghouse contact information so that it can be verified. Printouts of course information available to the student through the institution's website are NOT considered an official transcript. In order for education to be taken into consideration during the application screening process, BWC employees must have an official transcript on file with the Personnel & Benefits department by the deadline date on the job posting. Applicants not currently employed by BWC must attach a copy of the transcript(s) to their application, however, an official transcript will be required if invited to interview for the job opening.
  
  Online applications will be accepted only. Paper application will not be given consideration.

  !*!

  Prior to an offer of employment, the final applicant will be required to sign a background check authorization form and undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position.

  ADA Statement

  Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

  Drug-Free Workplace

  The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

• About the company

  Ohio is a state in the Midwestern region of the United States. Of the fifty states, it is the 34th-largest by area, and with a population of nearly 11.8 million, is the seventh-most populous and tenth-most densely populated.

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