BWC Customer Service Representative (PN: 20066835)

Old Woman Creek National Estuarine Research Reserve is a state agency that promotes a culture of safety for Ohio workers. They are seeking a BWC Customer Service Representative to deliver superior customer service in an inbound call center environment, assisting customers with inquiries related to workers' compensation coverage.

Responsibilities:

• 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

Requirements:

• 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
• equivalent of Minimum Class Qualifications for Employment noted above
• Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers' compensation claims & workers' compensation coverage
• Knowledge of speech &/or oral communications
• Knowledge of public relations
• Knowledge of addition, subtraction, multiplication, & division of whole numbers, fractions, decimals, & percentages
• Knowledge of IRS Publication 525 & the Health Insurance Portability & Accountability Act (i.e., HIPAA)
• Knowledge of Ohio Revised Codes Sections 4121 & 4123
• Skill in operation of personal computer, calculator, &/or keyboard
• Ability to gather, collate, & classify information about data, people, or things
• Ability to apply rules & regulations to specific, occasionally unfamiliar, problems
• Ability to prepare meaningful, concise, & accurate reports & written responses
• Ability to maintain accurate records
• Ability to deal with angry or hostile public