Ombudsman

Arizona Department of Administration • Phoenix, WA

11d • Hybrid

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

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

Nice To Haves

• 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
• Full-time or part-time remote work schedule

What This Job Offers

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