OIEC - Customer Support Specialist (Customer Servi

About the role

OIEC is the state agency that helps injured employees with their Texas workers' compensation claims. The agency assists, educates, and advocates on their behalf. OIEC provides services in 20 offices across the state. Agency services include advocacy, customer service, and dispute assistance through OIEC's Ombudsman Program.

The Customer Support Specialist (CSS) responds to referrals and assists injured employees with claim-specific questions and provides referrals to social services to other state agencies. The CSS performs routine, administrative support work. The CSS works under general supervision, with limited latitude for the use of initiative and independent judgment; may occasionally perform higher-level work or assist others in performing such work. Travel Required: 10%.

Responsibilities

• provides preliminary information and general assistance in claim activities
• verifies, updates, and corrects claim information in a computer system
• reviews and logs receipt of forms, incoming mail, and faxes; documents all customer contact attempts to resolve claim disputes by contacting insurance adjusters and/or health care providers
• explains and provides information about rights, responsibilities, and services
• refers unresolved disputes to the appropriate staff
• assists injured employees on the phone or customer walk-ins
• assists with contacting appropriate licensing boards for complaints against health care providers
• prepares correspondence letters, memorandums, claim folders and reports for the ombudsmen
• schedules hearings and meetings for ombudsmen and maintains a docket calendar

Requirements

• graduation from high school or equivalent
• one year full-time experience in an office setting performing customer service and/or administrative work

Qualifications

• college level coursework
• experience in a call center environment
• workers' compensation, claims related processes
• health care
• social work
• paralegal and/or dispute resolution
• Bilingual, English and Spanish language skills (oral and written)
• Candidate must reside in Texas or be able to relocate to Texas by the start date.
• OIEC does not sponsor or assume sponsorship of an employment visa.