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SalaryOIEC - Customer Support Specialist (CSR II) - Dallas(00040271) Organization: OFFICE OF INJURED EMPLOYEE COUNSEL
Primary Location: Texas-Dallas Work Locations: Dallas Field Office (448-DALFO) 1250 W Mockingbird Lane Ste 200 Dallas 75247
Job: Office and Administrative Support
Employee Status: Regular
Schedule: Full-time Standard Hours Per Week: 40.00
Travel: Yes, 10 % of the Time
State Job Code: 0134
Salary Admin Plan: A
Grade: 13
Salary (Pay Basis): 3,333.34 - 3,333.34 (Monthly)
Number of Openings: 1
Overtime Status: Non-exempt
Job Posting: Mar 8, 2024, 8:29:11 AM
Closing Date: Ongoing
Description
Status: Internal/External-OIEC employees and the general public
Status: Internal/External-OIEC employees and the general public
Job Posting #: 00040271
Location: Dallas
Travel required: 10%
FLSA Status: Customer Service Representative II – Non-Exempt
Tentative Start Date: May 1, 2024
Do you have a passion for public service and enjoy making a difference? Don’t miss out on this opportunity. The Office of Injured Employee Counsel (OIEC) is hiring! Apply now if you’re looking for a rewarding career in public service.
You’ll love the Benefits of Working at OIEC:
- Hybrid work schedule, if applicable
- 96 hours of accrued vacation a year
- 96 hours of accrued sick leave a year
- 20+ holidays every year
- Career advancement opportunities
- Free parking
- Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays other 50%)
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.
Customer Support Specialist (Customer Service Representative II) – Dallas
The Customer Support Specialist responds to referrals and assists injured employees with claim, specific questions and provides referrals to social services to other state agencies. Performs routine, administrative support work. 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.
This position:
- 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.
Additional job details:
This position may be eligible for hybrid telecommuting. Employees must have a secure, dedicated workspace with Internet service, ability to maintain a reliable, consistent work schedule, and be available for weekly meetings and group collaboration via Microsoft Teams and other applications during regular business hours.
Qualifications
This position requires:
This position requires:
- graduation from high school or equivalent
- eighteen months full-time experience in a customer service environment and/or office setting performing administrative work
Preferences for this position include:
- 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).
This position requires demonstrated knowledge of:
- Microsoft Word and Outlook
This position requires demonstrated skill in:
- explaining complex information to others
- providing excellent customer service
- correct use of grammar, punctuation, and spelling
This position requires the demonstrated ability to:
- handle multiple tasks simultaneously
- learn, remember, apply, and explain complex concepts, difficult procedures and/or complicated processes
- gather and assemble facts
- make mathematical calculations to determine appropriate benefit amounts
- communicate effectively both verbally and in writing with all levels of employees and the public.
How to apply
Before you apply, please click, or copy and paste the following link into your browser for more information about working for the Office of Injured Employee Counsel (OIEC): OIEC LINK
All applications must contain complete job histories, including job title, dates of employment, name of employer, manager’s name and phone number, and a description of duties performed. We may reject applications that do not include all the required information. Resumes do not take the place of this required information.
Submitted through Work in Texas
Work in Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions, please go to CAPPS Career Center to register or log in and access your profile. Click on the following link: CAPPS TALEO Career Section
Criminal background checks will be conducted on all final candidates. An applicant who has been convicted of a criminal offense relevant to the position may be disqualified from employment.
Equal employment opportunity: OIEC does not discriminate based on race, color, national origin, gender, religion, age, or disability in employment or in the provision of services. Any request for reasonable accommodation needed during the application process should be directed to OIECHR@oiec.texas.gov.
Please note: Unless specifically and expressly stated otherwise, regular attendance is an essential function of every OIEC job.
Employment Preferences
Former Foster Youth Preference
An individual who was under the permanent managing conservatorship of the Department of Family and Protective Services on the day preceding the individual’s 18th birthday is entitled to a preference in employment with a state agency over other applicants for the same position who do not have a greater qualification. Tex. Gov’t Code, Section 672.002.
Military employment preference
Senate Bill 1376, 88th Legislature, Regular Session, Section 657.002 requires State agencies to give military employment preference in employment and retention. Please see more details on our job page.
In order to receive a military employment preference for any position, the following documents are required to be submitted with your application, as applicable:
- Veteran: DD Form 214
- Surviving spouse of a veteran who has not remarried: Marriage Certificate and DD Form 1300 or appropriate documentation
- Orphan of a veteran killed while on active duty: Birth Certificate and DD Form 1300 or appropriate documentation
- Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty: Marriage Certificate and copy of spouse's active duty military orders
- Spouse of a veteran with disability and is the primary income for household: Marriage Certificate, Veterans DD Form 214, and VA Benefits Summary Letter showing disability rating
Documentation must be attached before military preference can be granted, and all personal and/or sensitive information (i.e. Social Security Number, DOB) must be redacted from any attached documents.
For help translating your military work experience, including training courses on civilian job terminology, skill sets, and qualifications or requirements, click or copy this URL into your browser: www.texasskillstowork.com
Applicable Military Occupational Specialty (MOS) codes are included, but are not limited to the following:
15P, 42A, 56M, 68G, 420A, RS, SN, YN, YNS, 741X, PERS, 0100, 0111, 4133, 0170, 3F1X1, and 3F5X1
Click the following link into your browser to access Military Crosswalk information: MOS and Military Crosswalk
