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LCD Benefits Specialist 3 - Customer Support Team Lead: Telework

In Washington United States

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LCD Benefits Specialist 3 - Customer Support Team Lead: Telework   

JOB TITLE:

LCD Benefits Specialist 3 - Customer Support Team Lead: Telework

JOB TYPE:

Full-time

JOB LOCATION:

Olympia Washington United States

JOB DESCRIPTION:

Description

The ideal candidate will be knowledgeable and experienced in matters related to Paid Family Medical Leave (PFML) and WA Cares programs and will have expert de-escalation techniques and the ability to show empathy to customers in difficult and frustrated states of mind.
They will have a strong willingness to learn, be self-motivated, pay close attention to details and be a great communicator.

As the LCD Benefit Specialist 3, Customer Support Lead, you will be assigned to the Customer Care Team unit, reporting to an ES Benefit Specialist 4.
As a vital member of the Operations Team, you are a designated lead worker for an assigned team of ES Benefit Specialist 2s and/or ES Benefit Technicians who provide exceptional customer service, processing all claims and premium collections and providing leadership to accomplish the agency's mission, performance standards and objectives.
Additionally, as a leader within the team, you will mentor, coach, and train ES Benefit Specialists 2 and/or ES Benefit Technicians.
You are responsible to review the work of Specialists, making necessary corrections, or referring to another appropriate resource for corrections.
You will also perform the work of ES Benefit Specialist 2 and/or ES Benefit Technician as needed, performing assignments that require in-depth knowledge to address complicated issues.
This full-time/permanent position is primarily telework but may need to participate in office for meetings or special events.


NOTE: This opportunity is Internal only and available only to current Employment Security Department employees.


Duties

In this role you will provide guidance to LCD Benefit Specialists and/or Benefit Technicians on difficult, complex, or unusual cases.
Monitoring and maintaining processes and procedures for efficient workflow and update as appropriate and in accordance with team Operations guidelines.
Reviewing work of assigned team of Benefit Specialists and/or Technicians to ensure accuracy and conformance to laws, regulations, policies, and procedures.
And ensuring the work of Specialists and/or Technicians meet the time frames and deadlines set by program requirements.
You will serve as a subject matter expert for Benefit Specialists and/or Technicians with advanced knowledge of adjudication and Paid Family and Medical Leave and WA Cares rules, policies, procedures, and resources.


Some of what you'll be doing:
  • Assign work to (LCD) Benefit Specialists and/or Employment Security Benefit Technicians.
  • Monitor queues to ensure efficient resource deployment that is responsive to inbound customer contact volumes.
  • Adjust workload assignments for assigned team of Benefit Specialists and/ or Technicians to ensure timely delivery of service.
  • Analyze written and oral information to guide Benefit Specialists and/or Technicians in eligibility determinations, collection of premiums from employers and adjudication of Paid Family and Medical Leave benefits.
  • Collaborate with training to serve as a subject matter expert for new hire groups during the Customer Care Academy.
    Respond to inquiries from claimants or employers.
  • Providing policy and procedure clarification and consultation.
  • Provide expert technical assistance to internal and external clients/customers.
  • Performs complex case review and problem resolution.
  • Communicate with customers to review and resolve complaints in a timely, professional, and courteous manner.
  • Receive and respond to inquiries from claimants and/or their representatives, employers and businesses, other public programs, and healthcare providers.
For a full description of duties - please click here to request from recruiter: .


Qualifications

Required:
A combination of education and/or relevant experience equivalent to six (6) years which includes, examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
.


OR One (1) year of experience as a Benefit Specialist 2.

OR One (1) year of experience as a Benefit Specialist 2 with another state that administers insurance benefits programs.


OR A Master's degree in a health or social science, public administration or a related field and one year of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.


Education to Experience Equivalences:
Associate Degree = 2 years | Bachelor Degree = 4 years | Masters or Higher = 5 years

Additional Requirement of Employment:
  • Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc.
are edited out of your materials for privacy.


Attach your Resume and Cover Letter with your through the \"Add Attachments\" field.
A resume will not substitute for the \"work experience\" section of the application or vice versa.
Applications with blank fields, or supplemental question responses with comments such as \"see attachments\" may be considered incomplete.


Supplemental Information

Our drive every decision that we make, determine how we interact with others, and are at the core of who we are.
We value Access, Love, Belonging, Equity, and Stewardship.
We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities.
Through support, value, and trust, our employees are empowered to grow and develop into their best self.


Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity.
Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.


The Employment Security Department is an equal opportunity employer/program.
Auxiliary aids and services are available upon request to individuals with disabilities.


If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact 564-200-2475 or the , or Washington Relay Service 711.
If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.
wa.
gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.


** **

wa.
gov\"> Washington State

Position Details

POSTED:

EMPLOYMENT:

Full-time

SALARY:

76188 per year

SNAPRECRUIT ID:

S-1707241657-b5575b04334203522f62cace2b552868

LOCATION:

Washington United States

CITY:

Olympia

Job Origin:

jpick2

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
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LCD Benefits Specialist 3 - Customer Support Team Lead: Telework    Apply

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Description

The ideal candidate will be knowledgeable and experienced in matters related to Paid Family Medical Leave (PFML) and WA Cares programs and will have expert de-escalation techniques and the ability to show empathy to customers in difficult and frustrated states of mind. They will have a strong willingness to learn, be self-motivated, pay close attention to details and be a great communicator.
As the LCD Benefit Specialist 3, Customer Support Lead, you will be assigned to the Customer Care Team unit, reporting to an ES Benefit Specialist 4. As a vital member of the Operations Team, you are a designated lead worker for an assigned team of ES Benefit Specialist 2s and/or ES Benefit Technicians who provide exceptional customer service, processing all claims and premium collections and providing leadership to accomplish the agency's mission, performance standards and objectives. Additionally, as a leader within the team, you will mentor, coach, and train ES Benefit Specialists 2 and/or ES Benefit Technicians. You are responsible to review the work of Specialists, making necessary corrections, or referring to another appropriate resource for corrections. You will also perform the work of ES Benefit Specialist 2 and/or ES Benefit Technician as needed, performing assignments that require in-depth knowledge to address complicated issues. This full-time/permanent position is primarily telework but may need to participate in office for meetings or special events.

NOTE: This opportunity is Internal only and available only to current Employment Security Department employees.

Duties

In this role you will provide guidance to LCD Benefit Specialists and/or Benefit Technicians on difficult, complex, or unusual cases. Monitoring and maintaining processes and procedures for efficient workflow and update as appropriate and in accordance with team Operations guidelines. Reviewing work of assigned team of Benefit Specialists and/or Technicians to ensure accuracy and conformance to laws, regulations, policies, and procedures. And ensuring the work of Specialists and/or Technicians meet the time frames and deadlines set by program requirements. You will serve as a subject matter expert for Benefit Specialists and/or Technicians with advanced knowledge of adjudication and Paid Family and Medical Leave and WA Cares rules, policies, procedures, and resources.

Some of what you'll be doing:
  • Assign work to (LCD) Benefit Specialists and/or Employment Security Benefit Technicians.
  • Monitor queues to ensure efficient resource deployment that is responsive to inbound customer contact volumes.
  • Adjust workload assignments for assigned team of Benefit Specialists and/ or Technicians to ensure timely delivery of service.
  • Analyze written and oral information to guide Benefit Specialists and/or Technicians in eligibility determinations, collection of premiums from employers and adjudication of Paid Family and Medical Leave benefits.
  • Collaborate with training to serve as a subject matter expert for new hire groups during the Customer Care Academy. Respond to inquiries from claimants or employers.
  • Providing policy and procedure clarification and consultation.
  • Provide expert technical assistance to internal and external clients/customers.
  • Performs complex case review and problem resolution.
  • Communicate with customers to review and resolve complaints in a timely, professional, and courteous manner.
  • Receive and respond to inquiries from claimants and/or their representatives, employers and businesses, other public programs, and healthcare providers.
For a full description of duties - please click here to request from recruiter: .

Qualifications

Required:
A combination of education and/or relevant experience equivalent to six (6) years which includes, examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination. .

OR One (1) year of experience as a Benefit Specialist 2.
OR One (1) year of experience as a Benefit Specialist 2 with another state that administers insurance benefits programs.

OR A Master's degree in a health or social science, public administration or a related field and one year of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.

Education to Experience Equivalences:
Associate Degree = 2 years | Bachelor Degree = 4 years | Masters or Higher = 5 years

Additional Requirement of Employment:
  • Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Attach your Resume and Cover Letter with your through the \"Add Attachments\" field. A resume will not substitute for the \"work experience\" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as \"see attachments\" may be considered incomplete.

Supplemental Information

Our drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact 564-200-2475 or the , or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

** **

Washington State


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