<p>BWC's 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 BWC's 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.</p> <p>What You'll Be Doing:</p> <p>Under administrative direction, plans coordinates & oversees informational services within central office ombudsperson system.</p> <ul> <li>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). </li><li>Ensuring complaints, inquiries & requests made by interested parties are resolved timely through verbal & written communication. </li><li>Relaying Ensures complaints, inquiries & requests made by interested parties are resolved timely through verbal & written communication. </li><li>Interacting with Managed Care Organizations (MCOs), BWC staff, Industrial Commission & Attorney General's office (AG) personnel regarding critical & crucial issues from complainants. </li><li>Working with BWC Administration & Benefits Payable in making determinations as to appropriateness of payments on an emergency basis. </li><li>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). </li><li>Supervising & training subordinates, assigning work & conducting employee performance evaluations </li><li>Approving Request for Leave (RFL) & handling personnel-related matters (e.g. timekeeping issues, disciplinary actions, Physicians' Verifications [PVs]). </li><li>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). </li><li>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. </li></ul> <p>To Qualify, You Must Clearly Demonstrate:</p> <p>Required Experience and/or Education:</p> <ul> <li>12 mos. trg. or 12 mos. exp. in departmental operations & programs, policies & procedures for assigned agency AND 12 mos. trg. or 12 mos. exp. in federal & state laws regarding operation of assigned agency AND 1 course or 3 mos. exp. in public relations AND 1 course or 3 mos. exp. in applications of mathematical, analytical &/or statistical methods used in formulating & solving problems or in decision making AND 1 course or 3 mos. exp. in public speaking, speech or communication AND 6 mos. trg. or 6 mos. exp. in supervisory principles/techniques. </li><li>Or equivalent of Minimum Class Qualifications for Employment noted above. </li></ul> <p>Job Skills: Customer Service</p> <p>Professional Skills: Critical Thinking, Attention to Detail, Problem Solving, Situational Awareness, Customer Focus</p> <p>Major Worker Characteristics:</p> <p>Knowledge of management; workforce planning; supervision; public & human relations; BWC & Ombuds Department policies & standard operating procedures; <em>workers compensation law; </em>employee counseling; Ohio Industrial Commission (IC) operations*.</p> <p>Skill in personal computer; BWC software (e.g. MS Office, CoreSuite, OnBase, Universal Document System (UDS), Cambridge, Intrafin) <em>Ombuds Tracking System</em>.</p> <p>Ability to deal with many variables & determine specific action; complete routine forms; maintain accurate records; use proper research methods in gathering data; gather, collate & classify information about data, people or things; work alone on most tasks; handle sensitive inquiries from & contacts with govt. official & general public; resolve complaints from angry citizens & government officials.</p> <p>(*) developed after employment.</p>