Ombuds Customer Service Manager-
Ombuds Customer Service Manager-
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Job Description
The Ombudsperson office is an independent advocate for customers of the Ohio Workers Compensation system and serves in a neutral role acting as neither an advocate of the employee employer their agents the Bureau of Workers Compensation (BWC) the Industrial Commission (IC) or other stakeholders
Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio 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.
EEO & ADA Statement:
The State of Ohio is an Equal Employment Opportunity Employer and prohibits discrimination and harassment of applicants or employees due to protected classes as defined in applicable federal law state law and any effective executive order.
The Ohio Bureau of Workers Compensation is committed to providing access and reasonable accommodation in its employment opportunities pursuant to the Americans with Disabilities Act and other applicable laws. To request a reasonable accommodation due to disability please contact ADA Coordinator Kathleen Bourke at or by email to:
Salary Information:
Hourly wage is expected to be paid at step 1 of the pay range associated with the position for candidates who are new employees of the state. Current employees of the state will be placed in the appropriate step based on any applicable union contract and/or requirements of the Ohio Revised Code. Movement to the next step of the pay range (a roughly 4% increase) will occur after six months assuming job performance is acceptable. Thereafter an employee will advance one step in the pay range every year until the highest step of the pay range is reached. There may also be possible cost of living adjustments (COLA) and longevity supplements begin after five (5) years of state service.
Transportation:
Position may require travel; therefore persons occupying this position must be able to provide own transportation &/or legally operate a state-owned vehicle.
Educational Transcripts:
For any educational achievements to be considered during the screening process you must at least attach an unofficial transcript that details the coursework you have completed.
All applicants must submit an Ohio Civil Service Application using the online Ohio Hiring Management System. Paper applications will not be accepted.
Background Check:
BWCs core hours of operation are Monday-Friday from 8:00am to 5:00pm however daily start/end times may vary based on operational need across BWC departments. Most positions perform work on-site at one of BWCs seven offices across the state. BWC offers flex-time work schedules that allow an employee to start the day as early as 7:00am or as late as 8:30am. Flex-time schedules are based on operational need and require supervisor approval.
What Youll Be Doing:
Under administrative direction plans coordinates & oversees informational services within central office ombudsperson system.
- Using in-depth knowledge of applicable laws rules & policies in handling complex & difficult complaints referred from Ombuds Office Staff BWC employees (e.g. Claims Services Specialists Claims Assistants Public Inquiry Assistants) &/or Industrial Commission employees (e.g. Hearing Officers Hearing Administrators).
- Ensuring complaints inquiries & requests made by interested parties are resolved timely through verbal & written communication.
- Relaying Ensures complaints inquiries & requests made by interested parties are resolved timely through verbal & written communication.
- Interacting with Managed Care Organizations (MCOs) BWC staff Industrial Commission & Attorney Generals office (AG) personnel regarding critical & crucial issues from complainants.
- Working with BWC Administration & Benefits Payable in making determinations as to appropriateness of payments on an emergency basis.
- Providing assistance & information to individuals (e.g. injured workers employers representatives BWC employees other governmental agencies) in response to requests & inquiries (e.g. BWC/Industrial Commission laws rules eligibility criteria & policies & procedures used for processing claims).
- Supervising & training subordinates assigning work & conducting employee performance evaluations
- Approving Request for Leave (RFL) & handling personnel-related matters (e.g. timekeeping issues disciplinary actions Physicians Verifications PVs).
- Independently researching and resolving complex customer complaints (e.g. claims issues employer coverage conflicts with &/or complaints about WC Claims Specialists CSSs objections to BWC policies reports of calls not being returned).
- Determining appropriate personnel office &/or unit to contact if further information or explanation is needed & contacts appropriate parties (e.g. BWC employers MCO self-insured SI employers third party administrators TPAs) for missing &/or clarification of information.
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 ourTotal 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.
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.
To Qualify You MustClearly Demonstrate:
- 12 mos. trg. or 12 mos. departmental operations & programs policies & procedures for assigned agency AND 12 mos. trg. or 12 mos. federal & state laws regarding operation of assigned agency AND 1 course or 3 mos. public relations AND 1 course or 3 mos. applications of mathematical analytical &/or statistical methods used in formulating & solving problems or in decision making AND 1 course or 3 mos. public speaking speech or communication AND 6 mos. trg. or 6 mos. supervisory principles/techniques.
- Or equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills: Customer Service
Professional Skills: Critical Thinking Attention to Detail Problem Solving Situational Awareness Customer Focus
Major Worker Characteristics:
Knowledge ofmanagement; workforce planning; supervision; public & human relations; BWC & Ombuds Department policies & standard operating procedures; * workers compensation law; * employee counseling; Ohio Industrial Commission (IC) operations*.
(*) developed after employment.
Required Experience:
Manager
Employment Type
Full-Time
