Provides assistance to external customers (e.g., injured workers, employers, medical providers, Managed Care Organizations (MCOs), legal representatives, legislators, government agencies, and the general public) by responding to complaints, inquiries, and general information requests concerning workers’ compensation. Enters complaint information into the Ombuds Tracking System. Explains the rights and responsibilities of parties to a claim for benefits under Ohio Workers’ Compensation Law and Rules. Directs customers to the appropriate contact for further information or assistance, if needed. Prepares and maintains documentation and records related to all complaints and inquiries.