L&I Customer Service Specialist 2

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

Job Highlights

The Customer Service Specialist 2 (CSS 2) position serves the mission of the Crime Victims Compensation Program (CVCP) of preventing further undue hardships for victims of violent crime by timely verifying available insurance and working to get treating providers registered with our medical provider network. Verifying available insurance is essential since CVCP is a secondary payer to any available insurance so billing for medical treatment can be properly processed and paid. Credentialing treating providers is also essential for CVCP to cover treatment services and avoid any unnecessary delays in services to victims.

Some of what you’ll do: 

Research and verify available insurance. Update database system with current insurance information.

• Determine if there are any resources victims may be eligible for under other state programs.

• Provide victims with contact information about other public programs for which they may be eligible. 
• Confirm insurance coverage information on a monthly or quarterly basis. Write to victims and explain the insurance coverage applicable to their claim.
• Record findings in Entellitrak (ETK) database and the claim file.
• Resolve coverage issues as they relate to the coordination of benefits between the Crime Victim Compensation Program and other insurance available to victims.
• Examine 250-300 newly allowed claims per month.
• Contact victims and/or insurance companies by phone, in writing or both.
• Document findings in database system.
• Confirm in writing to the victims the insurance coverage applicable to their claim. Document findings in database system.
• Act as a resource for claim managers regarding insurance matters.
• Work with other program staff to resolve unique insurance issues such as automobile, life insurance or dual CVCP and State Fund claims.
• Assist the CVCP Hotline when there are staff shortages.

• And so much more!

Qualifications:

Required:

An Associate's degree 

AND

Two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems in a public program or healthcare or medical insurance benefits workplace; 

OR 

A Bachelor’s degree 

OR 

Equivalent experience providing assistance to clients/customers regarding inquiries, complaints or problems. 

Experience providing clerical and/or customer services with up to date office automation to include Microsoft Office Suite, internet research skills, etc. 

Research skills and proficient in the use of websites such as One Healthport, Navi-NET, PEBB, NPPES, DOH. 

Must be willing and able to work with victims of violent crimes, reading police reports and other related information on a daily basis. This information is sometimes graphic in nature and, in many instances; the victims are women and children. 

If applicable, dual language requirements (e.g. must have the ability to read, write, and communicate in their assigned language(s) and English):

Desired:

Two (2) years or more experience in a customer call center handling a medium volume of calls.   

This position requires the ability to work effectively with victims of violent crimes. 

Type with a net speed of 30 words per minute, accounting for errors.

Supplemental Information

Things You Need To Know

To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.
 
 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.
 
 For this position, telework is dependent upon business needs and supervisor approval. 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.

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.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I.If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

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.

• 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 by the Washington 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

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 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, or the agency, please contact Haleigh Missildine miso235@lni.wa.gov.

Salary : $38,868 - $51,588