Customer Service Assistant 1/AP1 - PN 20065996 - Cincinnati

Customer Service Assistant 1/AP1 - PN 20065996 - Cincinnati

The Ohio Industrial Commission (OIC) Cincinnati Regional office, is seeking an onsite individual with professional customer service skills. The selected individual must demonstrate knowledge of customer service skills and the ability to learn transcription software.

What You'll Do:

• Under general supervision, requires thorough knowledge of Industrial Commission (IC) policies and procedures to respond to telephone, electronic and in-person inquiries from internal and external customers (injured workers, employers, representatives, general public, IC / BWC staff and other state agencies, etc.) regarding claims processing procedures and claim / hearing status.
• Greets visitors, checks in customers for hearing and refers to the BWC or Ombuds.
• Utilizes the ORC, OAC, IC rules, resolutions, and procedures located on iConnect to respond to inquiries efficiently and accurately.
• Utilizes computer applications (CAS, ECM, Case Manager, ICON, BWC applications) for research, data retrieval / verification, injured worker and claim updates (addresses, representatives status, captures motion / appeals, applications, etc.) and inquiry resolution.
• Responds to AskIC requests: claims status inquiries, risk/rep updates, and claim party address updates; covers Customer Service desk, as necessary.
• Requires the use of transcription & dictation equipment & software to prepare documents (e.g., hearing orders, medical reports, letters, and memoranda) that are technical in nature & include legal & medical terminology; proofreads documents for correct spelling, punctuation & grammar; makes corrections as needed.

Why Work for the State of Ohio:

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes: Medical Coverage Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period Paid time off, including vacation, personal, sick leave and 11 paid holidays per year Childbirth, Adoption, and Foster Care leave Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more) Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation ) *Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications:

• 3 mos. trg. or 3 mos. exp. in office practices & procedures; 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing; 1 course or 3 mos. exp. in operation of personal computer. -Or equivalent of Minimum Qualifications for Employment noted above.

This position is filled through a three-part process, which consists of a multiple-choice test & computerized transcription test and a structured interview. Both the multiple-choice and computerized tests will be administered jointly at the William Green Building, located in Columbus, Ohio. The structured interview will be in person at the Cincinnati Regional Office. This is an on-site position and in-office presence is required.

ADA Statement: The Industrial Commission is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. To request a reasonable accommodation due to a disability please contact the ADA Coordinator, at View phone number on click.appcast.io (voice) or by email to: View email address on click.appcast.io as-soon-as possible but at least 14 days prior to the scheduled event.

Background Check Information Statement: The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.

Drug-Free Workplace: The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.