OMBUDSMAN

Arizona Department of Administration • Phoenix, AZ

5d • $55,000 - $70,000 • Onsite

About The Position

The Senior Ombudsman serves as a subject matter expert on Arizona Workers’ Compensation laws and Labor Department programs. This role provides guidance and assistance to workers, employers, and other stakeholders regarding workers’ compensation claims and processes. The position supervises Deputy Ombudsmen, oversees staff development, manages reporting and data analysis, supports division initiatives, and assumes managerial responsibilities in the absence of the Ombudsman Manager.

Requirements

• Arizona Workers’ Compensation laws, rules, practices, and procedures.
• Insurance industry standards, claims adjusting practices, and procedures.
• Advanced medical terminology.
• Arizona Department of Labor programs and processes.
• State and federal regulations related to workers’ compensation and labor programs.
• Microsoft Office Suite and Google Workspace.
• Basic English and mathematics.
• Strong verbal and written communication.
• Customer service and stakeholder relations.
• Analysis of insurance, medical, and legal documents.
• Interpretation of workers’ compensation laws and regulations.
• Critical thinking and problem-solving.
• Time management and organizational skills.
• Leadership, supervision, and staff development.
• Data management and report preparation.
• Attention to detail and accuracy.
• Interpret complex workers’ compensation claims and files.
• Manage a high-volume workload while maintaining accuracy.
• Learn and utilize agency systems and software applications.
• Prepare statistical and workflow reports to evaluate performance.
• Prioritize tasks and meet established deadlines.
• Exercise sound judgment and discretion.
• Work effectively under pressure.
• Train and educate internal and external stakeholders.
• Recommend and implement process improvements.
• Build and maintain positive working relationships.
• Promote a diverse and inclusive work environment.
• Perform managerial duties in the absence of the Ombudsman Manager.
• Handle difficult stakeholders.

Nice To Haves

• A Bachelor's degree and five to seven years of exposure to operations within a federal, state, or local government environment, or Business Continuity Management industry or any combination of experience and education.
• Completion of National Incident Management System (NIMS) / Incident Command System (ICS) training is preferred.

Responsibilities

• Provide information and guidance on Arizona Workers’ Compensation laws, rules, and procedures.
• Assist injured workers throughout the workers’ compensation claim and adjudication process.
• Respond to inquiries from employees, employers, and stakeholders regarding Labor Department programs.
• Supervise, train, and mentor Deputy Ombudsmen.
• Support planning, development, and implementation of division goals and initiatives.
• Maintain and analyze division data using Salesforce.
• Prepare reports on division activities, performance, and outcomes.
• Identify opportunities for process improvements and operational efficiency.
• Ensure timely and accurate responses to constituent inquiries.
• Serve as acting Ombudsman Manager when assigned.

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior