Cincinnati - Customer Service Assistant ; PN

Position: Cincinnati - Customer Service Assistant 1 (PN 20068864)
What Our Employees Have to Say:

BWC conducts an internal engagement survey on an annual basis. Some comments from our employees include:

* BWC has been a great place to work as it has provided opportunities for growth that were lacking in my previous place of work.

* I have worked at several state agencies and BWC is the best place to work.

* Best place to work in the state and with a sense of family and support.

* I love the work culture, helpfulness, and acceptance I've been embraced with at BWC.

* I continue to be impressed with the career longevity of our employees, their level of dedication to service, pride in their work, and vast experience. It really speaks to our mission and why peo

ple join BWC and then retire from BWC.

If you are interested in helping BWC grow, please click this link to read more, and then come back to this job posting to submit your application! BWC's core hours of operation are Monday-Friday from 8:00am to 5:00pm, however, daily start/end times may vary based on operational need across BWC departments. Most positions perform work on-site at one of BWC's seven offices across the state.

BWC offers flex-time work schedules that allow an employee to start the day as early as 7:00am or as late as 8:30am. Flex-time schedules are based on operational need and require supervisor approval.

What You'll Be Doing:

* Receives Core Suite (CS) worklist (i.e., diary note) from member of the Customer Care Team (CCT) (e.g., nurse, CSS) to schedule BWC requested exams (e.g., C92/C92A, IME, Statutory Exams) with BWC Disability Evaluator Physicians (DEP).

* Flows up with physicians to ensure timely receipt of physicians' reports (e.g., CS worklist, COGNOS Reports).

* Receives instruction from CCT members on types of doctors to schedule for exams & references DEP listing to contact pre-approved physicians based on pre-identified specialties (e.g., Orthopedic specialists, PM&R, Psychologists).

* Verifies exam packet contains requisite forms (e.g., C123's, C253's, C143, IME worksheet) & prints upon request of Customer Care Team, reschedules exams missed or cancelled with IW, DEP &/or CCT).

* Updates CS exam scheduling window by entering updated information related to DEP exam (e.g., exam scheduled, requested, attended, report received, exam related diaries).

* Generates & mails correspondence (e.g., schedule or reschedule medical exams).

* Contacts IW, as needed to obtain exam availability, confirm appointment and/or cancel exams.

* Generates Cognos reports as need to support the exam scheduling process.

To Qualify, You Must Clearly Demonstrate:

* 3 months training or 3 months experience in office practices & procedures AND 1 course or 3 months experience in public relations or customer service to include techniques for dealing with difficult people AND 1 course or 3 months experience in typing, keyboarding, data entry or word processing AND 1 course or 3 mos. exp. in operation of personal computer.

* Or equivalent of

Minimum Qualifications for Employment noted above.

Job

Skills:

Customer Service

Major Worker Characteristics:

Knowledge of BWC & Industrial Commission (IC) policies & standard operating procedures*; applicable state & federal regulations governing documents processed, reviewed &/or prepared*; public relations; BWC claims documents & forms*; SI*; IC*; CCT*; BWC claims-related terminology*; scanning & imaging*; TPAs*; MCOs*;
Document Renaming Policy*. Skill in operation of PC to efficiently log & enter data;
Claims Management System *;
Share Point
* and the DEP Database
* use of general office equipment (e.g. telephone, fax machine).

Ability to solve practical, everyday problems, gather, collate & classify information about data people or things; handle routine inquiries from & contacts with injured workers, employers, legislators; add, subtract, multiply, & divide whole numbers, fractions, percentages, & decimals; deal with problems involving several variables within familiar context; read, copy, & record figures; read short sentences with concrete vocabulary; copy records precisely without error;

gather, collate, & classify information about claim files; move fingers easily to perform manual functions repeatedly; assess questions & provide appropriate info or referral; cooperate with co-workers on group projects.

(*) developed after employment.