L&I Claim Processor/Program Coordinator, Bilingual

Salary : $40,512.00 - $53,964.00 Annually
Location : Thurston County - Tumwater, WA
Job Type: Full Time - Permanent
Job Number: 2023-14392
Department: Dept. of Labor & Industries
Division: Insurance Services - Claims Admin
Opening Date: 11/07/2023
Closing Date: 12/4/2023 11:59 PM Pacific
Description
Our Mission: Keep Washington Safe and Working!Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability
EXTRA Salary Information:In addition to the base salary, the selected incumbent will receive 5% assignment pay for bilingual duties.
Please note: To be considered for this position you will need to pass a verbal and/or written bilingual Spanish exam.
Job Highlights
Put your customer service skills to work. Set yourself apart by demonstrating your proven experience providing personable and professional customer service when you apply for this job.
Within the Insurance Services Division, the Claims Administration program has an exciting opportunity to join the dedicated team as a Claim Processor. We are seeking candidates who are passionate about providing exceptional customer service and don't want to miss an opportunity to contribute to L&I's mission of keeping workers safe and working.
Claims Processor Program Coordinators assist Claim Managers by performing customer service, review and process routine activities, document actions, and establish task lists. You'll exercise independent judgment performing assigned work activities, utilizing program knowledge and experience in compliance with Title 51, agency policy, program procedures, practices and standards.
Duties
Some of what you'll do:

• Provide customer service to internal and external customers such as injured workers, providers, representatives and internal staff, including intermediate bilingual customer service.
• Return phone calls and respond to inquiries to resolve customer questions and concerns through a review of claim file information.
• Issue payment for the first three days of time-loss, at the direction of a Claim Manager.
• Review, prioritize and process mail items, remove duplicate messages and request information be added to claim files.
• Bookmark key information in claim files to improve the efficiency for claim managers and permit clear focus on adjudication of the complex issues in each claim.
• Review, and take action on secured messages and suspended bills.
• Prepare outgoing correspondence and respond to claim file requests.
• Reactivate and restore archived claim files in LINIIS and ORION computer systems.
• Create and maintain records of activities, document actions taken using a list, via email and regular communication with claim managers and supervisor.
• Research, analyze and identify key data points and produce reports on activities, trends and work efficiencies. Present data and identified trends to unit and claim processor teams, management and others.

Qualifications
Required:
High school graduation or equivalent
And
Two years of experience in the program specialty
Or
Equivalent education/experience
And
Ability and skill to keyboard at a minimum of 40 words per minute, accounting for errors.
If hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.
Desired:

• Six-months experience in a call center environment.
• Demonstrated research and problem-solving skills.
• Excellent communication skills; verbal, written and presentation. Demonstrated attention to detail.
• Be able 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.

Supplemental Information
Things You Need To Know
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the "Benefits" tab to learn more.
At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.
This position, is full time in office. The assigned duty station for this position is Tumwater, Washington.
For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.
To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.
Application process
We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.
Please include the following documents with your application:

1. A cover letter describing specific qualifications.
2. A current resume detailing applicable experience and education.
3. A list of at least three professional references with current telephone numbers.
4. Copy of an on-line 5-minute typing assessment that meets the 40-wpm qualification and clearly shows the length of the assessment. To see a typing assessment that meets the requirements visit www.typing.com/student/tests

Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.
Background Check Notice:
Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other information

• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented bytheWashington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
• (IF DOING ASSESSMENT): Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.

Did You Know?
Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Veterans Preference
Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I's Jobs@lni.wa.gov.
Diversity, Equity, and Inclusion Employer
L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency's greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.
You are welcome to include the name and pronoun(s) you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
For more Information
If you have any questions regarding this job posting, program, the agency, or to request a copy of the Position Description Form (PDF) please contact Rachael Niles at Jobs@lni.wa.gov.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who a...