About Us:
Our mission is to serve injured works and Ohio employers through expeditious and impartial resolution of issues and arising for workers’ compensation claims and through the establishment of adjudication policy.
The Ohio Industrial Commission (OIC), Cleveland Regional Office, is seeking an individual with professional customer service skills. The selected individual must demonstrate knowledge of customer service skills and the ability to learn transcription software.
What You’ll Do:
Under general supervision, requires thorough knowledge of Industrial Commission (IC) policies and procedures to respond to telephone, electronic and in-person inquiries from internal and external customers (injured workers, employers, representatives, general public, IC / BWC staff and other state agencies, etc.) regarding claims processing procedures and claim / hearing status.
- Greets visitors, checks in customers for hearing and refers to the BWC or Ombuds.
- Utilizes the ORC, OAC, IC rules, resolutions, and procedures located on Iconnect to respond to inquiries efficiently and accurately.
- Utilizes computer applications (CAS, ECM, Case Manager, ICON, BWC applications) for research, data retrieval / verification, injured worker and claim updates (addresses, representatives status, captures motion / appeals, applications, etc.) and inquiry resolution.
- Responds to AskIC requests: claims status inquiries, risk/rep updates, and claim party address updates; covers Customer Service desk, as necessary.
- Requires the use of transcription & dictation equipment & software to prepare documents (e.g., hearing orders, medical reports, letters, and memoranda) that are technical in nature & include legal & medical terminology; proofreads documents for correct spelling, punctuation & grammar; makes corrections as needed.
See the attached position description for more details regarding this position.
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.
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.
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.