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 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 employees strive to maintain an inclusive workplace. We begin by being an equal opportunity employer. Employees can participate in and lead employee resource groups, participate in online forums discussing society’s impact on our services and workplace, and learn about how different perspectives can improve leadership skills. If you are interested in helping BWC grow, please click this link to read more, and then come back to this job posting to submit your application!
CIVIL SERVICE EXAM:
The Bureau of Workers’ Compensation (BWC) periodically hires Customer Service Representatives (CSRs) and Employer Service Representatives (ESRs) at our Customer Contact Center location in Portsmouth, Ohio. Individuals who are interested in being considered for these positions must pass a civil service examination. Those who pass the examination will be maintained on an eligibility list for one year following the examination and will be given consideration for CSR or ESR positions being filled during that period. BWC CSR and ESR positions are not announced to the general public. Unless you are currently a BWC employee and member of the OCSEA union, the only way you can be given consideration for these positions is to take and pass the BWC CSR/ESR civil service examination.
The BWC Employer and Customer Service Representatives are individuals responsible for delivering superior customer service in an inbound Customer Contact Call Center environment. These positions provide personalized service (via telephone/email/live chat/fax) requiring approximately 6 – 7 hours of direct customer phone contact daily.
A Civil Service Examination will be administered to applicants who meet the minimum qualifications of the position.
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.
About the Job:
- 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.
- 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.
Qualifications
Required Experience and/or Education:
- 12 mos. trg. or 12 mos. exp. in public relations; successful completion of one typing course or demonstrate ability to type 35 wpm.
- Or 12 mos. trg. or 12 mos. exp. in position involving receiving & responding to written & verbal public inquiries &/or complaints or involving contact with injured workers, employers, legislators, providers or their representatives & public; successful completion of one typing course or demonstrate ability to type 35 wpm; 2 courses or 6 mos. exp. in English composition or grammar; 2 courses or 6 mos. exp. in accounting, bookkeeping or general math.
- Or 12 mos. exp. as Workers’ Compensation Claims Assistant, 16720, or equivalent position in private insurance industry; successful completion of one typing course or demonstrate ability to type 35 wpm.
- Or 18 mos. exp. in workers’ compensation policies, procedures & BWC laws; successful completion of one typing course or demonstrate ability to type 35 wpm.
- Or equivalent of Minimum Class Qualifications for Employment noted above.
Please note BWC defines “public relations” as any experience with the general public that involves providing basic customer service.