Customer Service Assistant 1/Administrative Professional 1 20066003

Job description          

Primary Location: United States of America-OHIO-Hocking County Work Locations: Logan District Office 12898 Grey Street Logan 43138 Organization: Industrial Commission Classified Indicator: Classified Bargaining Unit / Exempt: Bargaining Unit Schedule: Full-time Work Hours: 8:00 am - 5:00 pm Compensation: $17.76 - $20.87 Unposting Date: Aug 22, 2019, 10:59:00 PM Job Function: Clerical & Data Entry Agency Contact Name: Employment Recruiter Agency Contact Information: 614/466-2765 Customer Service Assistant 1/Administrative Professional 1 20066003 (190004RJ) Job Duties Under general supervision, requires thorough knowledge of Industrial Commission(IC) policies and procedure 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 as needed.
Utilizes the ORC, OAC, IC rules, resolutions, and procedures located on Iconnect to respond to inquiries efficiently and accurately. Utilizes computer applications (CAS, Workflow, ECM, Case Manager, ICON, BWC applications) for research, data retrieval / verification, injured worker and claim updates (addresses, representatives status, etc.), claim updates (requests claims, captures motion / appeals, capture lump sum settlements) and inquiry resolution. Open, stamps and distributes mail (including flat mail). Researches and resolves returned mail. Mails out expedited / corrected notices. Uploads documents received over the counter or via fax. Captures action documents and verifies the documents uploaded by inside / outside parties are accurate. Re-indexes documents as needed. Uploads hard copy evidence (videos and photos) received over the counter and or forwards videos to Information Technology as needed for uploading. Updates allowance text. Prints and distributes dockets sheets to the hearing rooms daily. Prepares claim issues for hearings and hearing officer review using computer applications noted above for data retrieval, verification, resolution, tracking & organization. Reviews issues according to established Workers' Compensation laws and Industrial Commission rules, policies and procedures. Reviews / analyzes claim documents and images to determine pertinent data (hearing issues & levels, filing and order dates, claim allowances, involved parties, prior decisions, special docketing needs, etc.). Re-indexes and proofreads documents to ensure an accurate hearing folder. Requires thorough knowledge of word processing techniques, procedures, & advanced skill in the operation of word processing equipment in order to use a personal computer (CAS, ECM, Workflow and Case Manager) to prepare documents to be used in or resulting from the hearing process for the Industrial Commission (IC). Requires thorough knowledge of the IC’s documentation standards for all IC correspondence. Requires the use of Winscribe transcription equipment 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.

Attends meetings. Copies documents as needed. Completes time sheets and production reports using Excel, Word & Outlook (or other software programs). Orders and maintains supplies / first aid kit for department. Operates all standard office equipment. Performs other related duties as required for operational efficiency. Must conduct themselves professionally at all times and in accordance with the IC’s standards of customer service which require employees to act in a respectful and impartial manner while providing accurate information and timely issue resolution and abiding by the agency’s Confidential Personal Information Policy.
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.
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.
(*) Developed after employment.
Unless required by legislation or union contract, external candidates can expect starting salary to be set at the lowest rate of the salary range with gradual increases during &/or after completing probation &/or following successful annual performance review periods, for applicable positions.
Background Check Information The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.
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