L&I Program Assistant, Support Units

State of Washington•Thurston County – Tumwater, WA

2d•Onsite

About The Position

Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability. This recruitment is being used to fill multiple permanent positions. The Washington State Department of Labor & Industries (L&I) is seeking individuals with highly developed customer service skills to excel in a fast-paced work environment. This Program Assistant position is within the Insurance Services Claims Administration Support Units, reporting to the Program Support Supervisor 2. The Claims Administration Program administers the Washington State Fund Workers' Compensation program. This role supports the agency's mission by providing timely, accurate, and excellent customer service to workers, employers, medical providers, and internal customers. The position independently resolves complaints, inquiries, and client/customer problems while maintaining confidentiality. It requires applying program-specific knowledge of laws and regulations to assist agency staff in providing injured workers with their entitled benefits. The Program Assistant acts as a liaison between customers and workers’ compensation adjudicator staff (WCAs), resolving customer service-related issues through claim file review.

Requirements

High School Diploma, GED, or equivalent.
2 years of clerical or customer service experience assisting clients/customers regarding inquiries, complaints or problems.
Ability and skill to keyboard at a minimum of 40 words per minute, accounting for errors, with a 5-minute typing test.
Basic skills (Level 1) in the MS Office suite of applications, especially in MS Outlook, MS Excel, and MS Word.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

Associate’s degree
Call Center Experience: Experience working with a multi-line telephone queue system.
Professional phone presence in a high volume fast-paced call center environment.
Ability to listen attentively to callers, identify issues, provide options, and exercise knowledge of program and independent judgment in a courteous manner.
Be able to multi-task – This position requires the ability and skill to spend 70% of the day in the phone queue assisting customers while completing other assigned clerical duties.
Competent in performing multiple competing priorities, work within multiple computer programs and keeping up to date information.

Responsibilities

Respond promptly to a high volume of customer telephone inquiries using a multi-line telephone system.
Independently provide interpretation and apply knowledge of Claims laws, regulations, and processes in the resolution of problems and requests.
Read and apply information from computer programs, resource manuals, Washington Administrative Codes (WACs), Revised Code of Washington (RCWs) and documents submitted by customers.
Verify caller’s relationship to the claim, use double identifiers when appropriate to ensure caller is entitled to receive confidential information.
Respond to inquiries from injured workers, medical providers, employers, attorneys and other customers; listen to callers, identify issues and barriers, provide options, and fulfill services.
Navigate through multiple computer programs while inputting data quickly.
Act as a liaison between customers and agency.
Offer assistance to other state agencies.
Provide assistance and problem resolution to clients/customers regarding their options, rights, regulations, and services available within the agency including their option for attorney representation.
Provide explanations on forms, letters and other informational materials.
Maintain confidentiality and compliance with applicable statutes and agency policies and procedures.