L&I Program Assistant/Provider Hotline/HSA

Full Job Description

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

PLEASE NOTE: This recruitment represents multiple non-permanent positions that are expected to last several months.

Job Highlights

The Department of Labor & Industries (L&I) is a diverse state agency dedicated to the safety, health, and security of Washington's workers.

We help employers meet safety and health standards and inspect workplaces when alerted to hazards.

As administrators of the state's workers' compensation system, we are similar to a large insurance company, providing medical and limited wage-replacement coverage to workers who suffer job-related injuries and illness.

Our rules and enforcement programs also help ensure workers are paid what they are owed, that children's and teens' work hours are limited, and that consumers are protected from unsound business practices.

Insurance Services is the largest division within the agency and administers one of the premier workers’ compensation organizations in the nation serving over 3.8 million employees working for 260,000 employers.

The Health Services Analysis (H S A) team within Insurance Services is committed to enhancing the customer journey and provider performance. This program also is working on optimizing availably of providers.

H S A is looking for multiple Program Assistants (PA) who would support the Provider Hotline (PHL) Unit.

These opportunities support the agency’s mission of helping injured workers heal and return to work by serving as the initial point of contact in the PHL phone queue for intake and triage of customer inquiries and escalations, in support of program activities.

You will also respond to inquiries received by telephone, email, fax, etc. for the PHL.

This allows for timely and accurate authorization of services and adjudication of bills so that workers can receive timely care, providers understand their bills, and are easily able to continue doing business with L&I.

Requirements

Some of what you’ll do:

• Intake and triage of provider hotline inquiries received in phone queue, and by email, fax, etc. from internal and external customers.
• Determine a pathway and remedy for addressing inquiries.
• Research the injured workers claim file and other resources to determine appropriate pathway to effectively respond and resolve the inquiry.
• Escalate inquiries to Medical Treatment Adjudicators and other L&I staff when needed.
• Document inquiries within the ORION computer system that are elevated to the Claims Manager (CM) for further assistance.
• Records maintenance.
• And much more!

Qualifications

Required Qualifications:

• High school diploma or equivalent and 2 years of clerical experience or experience in a related field.

OR

• Equivalent education/experience.

AND

• The ability to work with programs such as Microsoft Suite, and an online phone and fax system.
• Maintain confidentiality – in accordance with state statute, information sharing agreements and agency policies.

Required Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Desired:

• The ability to prioritize assignments, multitask items, and follow through with proven accuracy.
• Respectful and kind customer service approaches.
• Strong and consistent communication skills.
• Call center experience.
• Knowledge of commonly used medical terminology.
• Ability to draft and prepare work assignment reports.
• Experience in data entry with keyboard entry.

Additional 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 3.8 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

Telework is dependent upon business needs and supervisor approval. 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.

The assigned duty station for this position is Tumwater, Washington.

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.
• 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 3.8 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 the HRBTU@lni.wa.gov.