ES Benefits Specialist 2: In-training/Telework

Washington State Health Care Authority; Washington; Remote; USD 50,000 - 75,000; Full time

Job summary

The Employment Security Department is hiring ten ES Benefits Specialist 2 in-training for the Paid Leave Customer Care Team. This full-time telework role is based in Washington State, with occasional travel to a duty station within the state.

The anticipated start date is February 16, 2027. The ideal candidate is patient, empathetic, and solution-driven, capable of navigating complex rules and delivering accurate guidance to diverse customers, including those with limited English proficiency.

Qualifications

• Pass UI and PFML claim and fraud checks.
• Experience in claims processing and adjudication.
• Ability to document and verify benefit requests.
• Ability to explain program requirements and services.
• Adaptability and task management for high-volume work.

Responsibilities

• Adjudicate Paid Family Medical Leave claims in accordance with state policies.
• Provide high-quality service via phone, email, and secure messaging.
• Identify customer needs and deliver accurate, timely solutions.
• Review wage information and documentation to determine eligibility.
• Conduct fact-finding and request additional documents when needed.
• Ensure translations for limited English proficiency and provide interpreters as needed.
• Process weekly claims and handle redeterminations and adjustments.
• Report potential underpayments, overpayments, and suspected fraud.
• Respond to inquiries from claimants, employers, healthcare providers, and others.

Job description

The Employment Security Department (ESD) has ten (10) openings for customer-focused, detail-oriented professionals to serve as an ES Benefits Specialist 2 in-training on our Paid Leave Customer Care Team.

This position is eligible for full-time telework within Washington State, though the successful candidates may occasionally be asked to travel to their assigned duty station within Washington State.

The anticipated start date for this position is February 16, 2027

The ideal candidates are patient, empathetic, and solution driven. They communicate clearly, navigate complex rules with confidence, and thrive in a fast-paced environment where accuracy and service matter. They need the ability to build trust with customers, collaborate effectively with teammates, and approach each interaction with professionalism and respect. The ideal candidates are committed to equity, able to manage high-volume workloads, and skilled at translating technical requirements into clear, helpful guidance.

As an ES Benefits Specialist 2, you will be a key member of the Operations Team and one of the primary voices of the Paid Family and Medical Leave (PFML) program. You will help Washington workers and employers understand their rights and responsibilities, process benefit claims, and ensure customers receive timely, accurate information. Your work directly supports ESD’s mission to provide economic stability and peace of mind during life’s most challenging moments.

In this role, you will adjudicate Paid Family Medical Leave benefit claims, review documentation for eligibility, and guide customers through program requirements. You will respond to a high volume of inquiries from claimants, employers, healthcare providers, and representatives—providing clear explanations, resolving issues, and escalating concerns when appropriate. You will ensure compliance with RCW, WAC, and agency policies while delivering exceptional service to diverse customers, including those with limited English proficiency.

Some of what you will do:

• Process and adjudicate routine and complex Paid Family Medical Leave claims in accordance with RCW, WAC, and agency policies
• Provide high-quality customer service through phone, email, and secure messaging, managing large volumes of inbound and outbound communication
• Identify customer needs, research issues, and deliver accurate, timely solutions
• Review wage information, identity verification materials, and medical certifications to determine benefit eligibility
• Conduct fact-finding and request additional documentation when needed to make legally sound determinations
• Ensure customers with limited English proficiency receive translated correspondence and due process through certified interpreters
• Resolve monetary and non-monetary redeterminations and process weekly claims, including corrections or adjustments
• Report potential underpayments, overpayments, and suspected fraud in accordance with compliance requirements
• Respond to inquiries from claimants, employers, healthcare providers, and other stakeholders regarding program requirements and case-specific issues

** These positions are hired as ESBS1 in-training, advancing to the ESBS2 job class after successful completion of the in-training plan, which includes on-the-job and classroom training.**

Option 1:

Four (4) years of equivalent experience as noted below

Option 2:

One (1) year as an ES Benefits Technician, AND Three (3) years of additional relevant experience.

Option 3:

One (1) year of experience equivalent to the ES Benefits Technician with another state that administers insurance benefits programs, AND Three (3) years of additional relevant experience.

Option 4:

Associate’s Degree in a health or social science, public administration or a related field, AND Two (2) years of the required experience below.

Option 5: Bachelor’s Degree in a health or social science, public administration or a related field

Required equity competencies:

• The ability to take action to learn and grow
• The ability to take action to meet the needs of others

Required experience includes:

• Claims Processing and Adjudication:Skill in processing and adjudicating claims
• Documentation and Verification:Ability to document and verify benefit requests
• Fact-Finding and Advising:Ability to gather facts and advise on rights and responsibilities
• Legal Compliance and Decision Making:Ability to make decisions based on laws and policies
• Program Knowledge and Communication:Ability to explain program requirements and services
• Problem Resolution and Communication: Skill in resolving issues and communicating outcomes
• Adaptability, Versatility and Task Management:Ability to perform various tasks as needed including those of lower-level positions

Special Requirements/Conditions of Employment:

• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check

Benefit Specialist 1 In-Training: $50,412 - $67,704 Annually during training and

Benefit Specialist 2: $55,596 - $74,748 Annually.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.

**This Organization Participates in E-Verify**