L&I Program Coordinator/Claim Processor, Bilingual (Spanish)

About the role

The mission of the Department of Labor & Industries is to keep Washington safe and working, guided by values of customer focus, one L&I, respect, diversity, equity and inclusion, learning and growth, and reliability. This position requires in‑office training for the first six months at the Tumwater, WA office. It is a bilingual role; the incumbent must fluently speak, read, and write in English and Spanish, and receives a 5% pay increase for bilingual responsibilities. The Program Coordinator/Claim Processor reports to the Claim Unit Supervisor within Insurance Services, Claims Administration and supports claim managers by handling non‑adjudicative tasks.

Responsibilities

• Correspond in English and Spanish with internal and external customers (injured workers, providers, representatives and internal staff) through answering incoming phone calls.
• Respond to inquiries to resolve customer questions and concerns through a review of the claim file information.
• Issue payments for the first three days of time loss as directed by the claim manager and in compliance with policies and procedures.
• Review, prioritize and process mail items, such as removing duplicate messages, requesting information to be added to a claim file, etc.
• Perform file reviews to bookmark key information in claim files to improve efficiency for claim managers and permit clear focus on adjudication of the complex issues in each claim.
• Create and maintain records of activities including responding to claim file requests, interpreting and updating electronic claim files, documenting actions via emails and system notifications.
• Receive, review, and take routine action on secured messages and suspended bills.
• Respond to claim file requests, ensuring confidentiality and privacy rules are followed.
• Compile reports and presentations.
• Provide back‑up and coverage activities for other claim processors within each designated service area.

Requirements

• High school graduation or equivalent AND two years of experience in the program specialty OR equivalent education/experience.
• Ability to keyboard at a minimum of 40 words per minute (5‑minute typing test).
• Ability to fluently speak, read, and write in English and Spanish.
• Required Equity Competencies: ability to take action to learn and grow; ability to take action to meet the needs of others.

Skills

• Spreadsheet Skills – Level 1: use spreadsheet software (e.g., Microsoft Excel) to create, modify, print and format spreadsheets, find and replace data, work with basic formulas and functions; use templates, styles, AutoFormats, and multiple worksheets.
• Six (6) months experience in a call center environment.
• Demonstrated research and problem‑solving skills.
• Excellent communication skills; verbal, written and presentation.
• Demonstrated attention to detail.
• Ability to access and move between multiple computer programs; databases, word processing, imaging systems, and Internet to enter and update information.
• Working knowledge of Title 51, Claims Administration policies, practices and work standards.
• Working knowledge of claims operation systems including LINIIS and ORION.

Benefits

• Generous retirement package for state employees.
• Competitive benefits package.
• Flexible schedules and support for work‑life balance.
• Inclusive, diverse workplace where employee voice matters.

Pay

Bilingual responsibilities qualify for a 5% increase in base pay.

Schedule

Initial six months require in‑office training at the Tumwater, WA location; after training, hybrid telework arrangements may be considered.