Customer Service Assistant 1 (PN: 20068866)

State of Ohio; Springdale (OH); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical Coverage

Paid time off

Education and Development

Job summary

The State of Ohio, specifically the Ohio Bureau of Workers’ Compensation, is hiring for a full-time, on-site position in Springdale. The role focuses on coordinating medical examinations and delivering high-quality customer service to injured workers, employers, and attorneys across Ohio offices.

Work hours are 8:00am–5:00pm, with an hourly wage of $22.59. Benefits and career opportunities are available within a state agency committed to safety and service excellence.

Qualifications

• 3 mos. trg. or 3 mos. exp. in office practices & procedures
• 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people
• 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing
• 1 course or 3 mos. exp. in operation of personal computer
• Or equivalent of Minimum Qualifications for Employment noted above. Note: in the telecommunications section, employees will be reassigned after serving 6 months

Responsibilities

• Schedule Independent Medical Examinations (IME) with physicians on the BWC Disability Evaluators Panel, ensuring evaluations for Extent of Disability (EOD) and 90-Day exams are scheduled efficiently
• Coordinate with doctors on the BWC Disability Evaluators Panel to schedule IMEs, including assessments for MMI, 90-day exams, and additional allowances
• Schedule C-92 exams for %PPD awards, increases, and newly allowed conditions
• Index and rename documents received via fax before filing into injured workers’ claims
• Provide customer service via phone and in person, responding to general inquiries from injured workers, attorneys, and employers
• Receive, sort, and distribute incoming mail and deliveries

Skills

Customer Service

Job description

All job postings will expire at 11:59 PM Eastern Time on the application deadline.

Organization: Workers’ Compensation

Work Location:

135 Merchant St., Suite 100

Springdale, Ohio, 45246

United States

Compensation:

$22.59/per hr.

Schedule:

Permanent - Full Time

Work Hours:

8:00am-5:00pm

Classified Indicator:

Classified

Union:

OCSEA

Primary Job Skill:

Customer Service

Who We Are

A Little About Us: With roughly 1,500 employees in seven offices across Ohio, BWC is the state agency that cares for Ohio workers by promoting a culture of safety at work and at home and ensuring quality medical and pharmacy care is provided to injured workers.

For Ohio employers, we provide insurance policies to cover workplace injuries and safety and wellness services to prevent injuries.

Our Culture

BWC is a dynamic organization that offers career opportunities across many different disciplines. BWC strives to maintain an inclusive workplace. We begin by being an equal opportunity employer. Employees can participate in and lead employee work groups, participate in on-line forums and learn about how different perspectives can improve leadership skills.

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:

• BWC has been a great place to work as it has provided opportunities for growth that were lacking in my previous place of work.
• I have worked at several state agencies and BWC is the best place to work. Best place to work in the state and with a sense of family and support.
• I love the work culture, helpfulness, and acceptance I've been embraced with at BWC.
• I continue to be impressed with the career longevity of our employees, their level of dedication to service, pride in their work, and vast experience. It really speaks to our mission and why people join BWC and then retire from BWC.

Additional Information

BWC’s core hours of operation are Monday-Friday from8:00am to 5:00pm, however, daily start/end times may vary based on operationalneed across BWC departments. Most positions perform work on-site at oneof BWC’s seven offices across the state. BWC offers flex-time workschedules that allow an employee to start the day as early as 7:00am or as lateas 8:30am. Flex-time schedules are based on operational need and requiresupervisor approval.

What You'll Be Doing

• Schedule Independent Medical Examinations (IME) with physicians on the BWC Disability Evaluators Panel, ensuring evaluations for Extent of Disability (EOD) and 90-Day exams are scheduled efficiently
• Coordinate with doctors on the BWC Disability Evaluators Panel to schedule Independent Medical Examinations (IME), including assessments for Maximum Medical Improvement (MMI), 90-day exams, and additional allowances
• Schedule C-92 exams for Percentage of Permanent Partial Disability (%PPD) awards, increases, and newly allowed conditions
• Index and rename documents received via fax before electronically filing them into injured workers’ claims
• Provide customer service via phone and in person, responding to general inquiries from injured workers, attorneys, and employers
• Receive, sort, and distribute incoming mail and deliveries

Why Work for the State of Ohio

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*.

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors.

Qualifications

3 mos. trg. or 3 mos. exp. in office practices & procedures 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing 1 course or 3 mos. exp. in operation of personal computer.

-Or equivalent of Minimum Qualifications for Employment noted above. Note: in the telecommunications section, within the Ohio Department of Public Safety, employees will automatically be reassigned to the Customer Services Assistant 2, 64432 classification after serving 6 months as a Customer Service Assistant 1, 64431.

Job Skills: Customer Service

Knowledge of: office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed;* typing/keyboarding.

Skill in: operation of office equipment (e.g., multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine);* operation of personal computer or computer terminal.

Ability to: apply applicable laws, rules, policies & procedures to respond to inquiries, requests &/or complaints &/or process transactions involving several variables within familiar context; handle routine contacts in writing &/or by telephone, teletype, e-mail, in-person &/or other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.

Supplemental Information

EEO & ADAStatement: 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 effective executive 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 reasonable accommodations related to disability, pregnancy, or religion, please contact the ADA mailbox [e-mail].

BWC OCSEA SelectionRights: This position shall be filled in accordance with the provisions of the OCSEA Collective Bargaining Agreement. BWC bargaining unit members have selection rights before non-bargaining unit members. All other applications will only be considered if an internal bargaining unit applicant is not selected for this position.

Salary Information: Hourly wage is expected to be paid at step 1 of the pay range associated with the position for candidates who are new employees of the state. Current employees of the state will be placed in the appropriate step based on any applicable union contract and/or requirements of the Ohio Revised Code. Movement to the next step of the pay range (a roughly 4% increase) will occur after six months, assuming job performance is acceptable. Thereafter, an employee will advance one step in the pay range every year until the highest step of the pay range is reached. There may also be possible cost of living adjustments (COLA) and longevity supplements begin after five (5) years of state service.

Transportation: Position may require travel; therefore, persons occupying this position must be able to provide own transportation &/or legally operate a state-owned vehicle.

Educational Transcripts: For any educational achievements to be considered during the screening process, you must at least attach an unofficial transcript that details the coursework you have completed.

All applicants must submit an Ohio Civil Service Application using the online Ohio Hiring Management System. Paper applications will not be accepted.

Background Check: 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.