L&I Program Coordinator​/Trainer State Funded

Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

Please Note:
This position is open to current Internal L&I employees only.

The Department of Labor & Industries (L&I) is a diverse state agency dedicated to the safety, health, and security of Washington's workers. We help employers meet safety and health standards and inspect workplaces when alerted to hazards. As administrators of the state's workers' compensation system, we are similar to a large insurance company, providing medical and limited wage-replacement coverage to workers who suffer job-related injuries and illness.

Our rules and enforcement programs also help ensure workers are paid what they are owed, that children's and teens' work hours are limited, and that consumers are protected from unsound business practices.

Insurance Services is the largest division within the agency and administers one of the premier workers’ compensation organizations in the nation serving over 3.8 million employees working for 260,000 employers.

Within the Insurance Services Division, the Claims Administration State Funded program is seeking a candidate to fill an L&I Program Coordinator, Training position. In this position you will train, mentor, and advise new hires and internal and external staff regarding program content, policies, and procedures. In addition, you will provide quality control reviews of all clerical and service support work provided to the Claims Units.

This position contributes to the states' economic well being by ensuring accurate timely support to claims units and claim managers for timely processing of claims for benefits for injured workers. This is an opportunity to join a collaborative work environment that is open to information sharing and communication.

Apply now!

• Train Claims Support Services staff to provide accurate, timely customers service to internal and external customers in a phone call center environment.
• Responsible for providing complete training to all new employees in a classroom setting in person and virtual.
• Provide tandem phone (sync headsets) training to all new employees; listen to conversations, assist with answering questions, provide feedback.
• Assist in the development of training plans for Claims customer service staff.
• Mentor and coach new and existing customer service staff in aspects of client/customer relations, problem resolution & phone protocol.
• Develop and ensure training materials are updated and relevant.
• Act as a liaison between staff and supervisors.
• Perform work checking by evaluating work, correcting errors, and providing feedback to staff and trainees.
• As the subject matter expert to staff and management on all support services practices, policies and procedures, performs Quality Assurance and process work.
• Answers all phone queue in a call center environment for the Claims Support Services units when wait time is 5 minutes or there are 20 or more callers in the queue.
• Respond to inquiries from injured workers, medical providers, attorney’s offices, employers, third parties, and internal customers.
• And much more!

• High School Diploma or GED
• Two years of experience in the program specialty
• Equivalent education/experience
• Ability and skill to keyboard at a minimum of 40 words per minute, accounting for errors, with a 5-minute typing test.
• Proficient in the Microsoft Office Suite, especially in Word, Excel, Outlook, and PowerPoint.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

• Associate’s degree
• Six months of experience in a call center or high-volume telephone environment
• Six months’ experience working in the Claims Support Services units within L&I
• Willing and able to work in a high-volume customer call center in a fast-paced environment.
• Ability to access and move between multiple computer programs; databases, word processing programs, imaging systems, and internet to enter and update information.
• Uses software to include Microsoft Outlook, Excel, PowerPoint and Word to complete job tasks.
• Ability…