Status: Internal/External-OIEC employees and the general public

Job Posting Number: 00027939
Location: El Paso
Travel required: 5%

FLSA Status: Customer Service Representative III - Non-Exempt

Tentative Start Date: Jan 9, 2022

The Office of Injured Employee Counsel (OIEC) is the state agency that helps injured employees with their Texas workers’ compensation claims. The agency assists, educates, and advocates on their behalf. OIEC provides services in 20 offices across the state. Agency services include advocacy, customer service, and dispute assistance through OIEC’s Ombudsman Program.

Before you apply, please click or copy and paste the following link into your browser: https://www.oiec.texas.gov/contact/jobs.html for more information about working for the Office of Injured Employee Counsel (OIEC).

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take place of this required information.

Work from Home - Bilingual Call Center Agent (Customer Service Representative III) – El Paso

The Call Center Agent is on the front lines and is the first point of contact with our agency to assist the injured employees of Texas. You will be responsible for taking a high volume of inbound phone calls in a fast-paced environment and providing a positive, helpful experience to our customers and must be bilingual in English and Spanish (oral). You will provide information and assistance to injured employees about the workers’ compensation system and answer general questions regarding workers’ compensation benefits, laws and rules, and policies and procedures. The Call Center Agent answers customer service calls through a phone call queue and assists injured employees with claim specific questions and appropriate referrals to social services with other state agencies. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

This position works remotely (telecommutes), but there may be times when you report to the office to perform job duties, attend meetings, and training, etc.

To qualify for REMOTE work:

• qualified candidates must have reliable, high-speed internet.

BENEFITS of working for OIEC:

• Hours of operation: Monday – Friday, 8am – 5pm; weekends off

• Free medical insurance for the employee

• State pays 50% of premium costs for dependent’s medical insurance

• Vacation, Sick, and Holiday Leave

• Retirement benefits

This position:

• provides preliminary information and general assistance in claim activities;

• verifies, updates, and corrects claim information in a computer system;

• reviews and logs receipt of forms, incoming mail and faxes;

• documents all customer contact;

• attempts to resolve claim disputes by contacting insurance adjusters and/or health care providers;

• explains and provides information about rights, responsibilities and services;

• refers unresolved disputes to the appropriate staff;

• assists injured employees on the phone call queue;

• assists with contacting appropriate licensing boards for complaints against health care providers;

• prepares correspondence letters, memorandums, claim folders and reports for the ombudsmen; and

• handles requests to re-schedule hearings and meetings for ombudsmen.

This position requires:
-graduation from high school or equivalent;

• bilingual in English and Spanish (oral); and

• eighteen months full-time, call center experience in a customer service representative capacity.

To qualify for REMOTE work:

• qualified candidates must have reliable, high-speed internet.

Preferences for this position include:
-three years call center experience; and

• experience in workers’ compensation claims related processes; insurance carrier; health care; and/or social work.

This position requires demonstrated knowledge of:

• Microsoft Word and Outlook.

This position requires demonstrated skill in:

• explaining complex information to others;

• providing excellent customer service; and

• use of correct grammar, punctuation, and spelling.

This position requires the demonstrated ability to:

• maintain confidentiality;

• continually display a positive attitude;

• handle multiple tasks simultaneously;

• learn, remember, and explain complex concepts; and

• communicate effectively both verbally and in writing including active listening skills.

Applicable Military Occupational Specialty (MOS) codes are included, but not limited to one of the following: 68G, 741X, 0100, 3F5X1.

Additional Military Crosswalk information can be accessed by clicking or copying and pasting the following link into your browser: http://www.hr.sao.state.tx.us/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf

Veterans: Click or copy and paste the following link into your browser: www.texasskillstowork.com for assistance with translating your military work experience and training courses into civilian job terms, qualifications/requirements, and skill sets.

Former Foster Children Preference:
An individual who was under the permanent managing conservatorship of the Texas Department of Family and Protective Services on the day preceding the individuals 18th birthday is entitled to a preference in employment. This preference applies to individuals 25 years of age or younger (day before turning 26).

How to apply:
All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting.

In order to complete the supplemental questions, please go to CAPPS Career Center to register or login and access your profile by clicking or copying and pasting the following link into your browser: https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en.

Criminal background checks will be conducted on all final candidates. An applicant who has been convicted of a criminal offense relevant to the position may be disqualified from employment.

The Office of Injured Employee Counsel does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or in the provision of services. Any request for reasonable accommodation needed during the application process should be communicated by the applicant to OIEC staff.