Customer Service Assistant 1/AP1 - PN 20064844 - Columbus

What You'll Do

Under general supervision, responds to telephone, electronic, and in-person inquiries from internal and external customers regarding claims processing procedures and claim/hearing status.

• Greets visitors, checks in customers for hearings, and refers to the BWC or Ombuds.
• Utilizes the ORC, OAC, IC rules, resolutions, and procedures located on iConnect to respond to inquiries efficiently and accurately.
• Utilizes computer applications (CAS, ECM, Case Manager, ICON, BWC applications) for research, data retrieval/verification, injured worker and claim updates (addresses, representatives status, captures motion/appeals, applications, etc.), and inquiry resolution.
• Responds to AskIC requests: claims status inquiries, risk/rep updates, and claim party address updates; covers Customer Service desk, as necessary.

Technical Skills Required

• Requires thorough knowledge of Industrial Commission (IC) policies and procedures.
• Uses transcription & dictation equipment & software to prepare documents (e.g., hearing orders, medical reports, letters, and memoranda).
• Proofreads documents for correct spelling, punctuation, and grammar; makes corrections as needed.

Qualifications

• 3 months' training or experience in office practices and procedures.
• 1 course or 3 months' experience in public relations or customer service to include techniques for dealing with difficult people.
• 1 course or 3 months' experience in typing, keyboarding, data entry, or word processing.
• 1 course or 3 months' experience in operation of personal computer.
• Or equivalent of Minimum Qualifications for Employment noted above.

Agency Contact

Human Resources
614-466-2765

Work Location

William Green Building 09

Compensation

$22.59 (Step 1)

Schedule

Full-time

Work Hours

8:00 am - 5:00 pm

Classified Indicator

Classified

Union

OCSEA