L&I Program Coordinator/Claim Processor, Bilingual (Spanish)
State of Washington · Thurston County – Tumwater, WA ·
- Employment
- Full time
- Category
- Project management
- Visa sponsorship
- No
Bilingual (Spanish/English) Program Coordinator/Claim Processor at Washington State's Department of Labor & Industries, processing routine, non-adjudicative actions on workers' compensation claims: customer service calls, mail review, time-loss payments, and claim file documentation. Requires 6 months in-office training in Tumwater, WA; hybrid telework possible afterward.
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 position requires in-office training for the first 6 months (Office location is Tumwater, WA).
*****When hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.
The Program Coordinator/Claim Processor, reporting to the Claim Unit Supervisor within Insurance Services, Claims Administration, performs work actions on behalf of the unit claim managers. The Claim Processor exercises independent judgment in the performance of assigned work activities. Utilizing program knowledge and experience in compliance with Title 51, agency policy, program procedures, practices, established tasks and standards, this position performs customer service; reviews and processes routine activities, documents actions, and works from established task lists. The activities of this position are designed to process non-adjudicative actions to permit claim managers more time to focus on complex adjudication activities of their assigned caseloads.
This is a bilingual position, and you will need to fluently speak, read, and write in English and Spanish.
The assigned duty station for this position is Tumwater, Washington.
Duties
Some of what you’ll do:
- Correspond in English and Spanish with internal and external customers (injured workers, providers, representatives and internal staff) through answering incoming phone calls.
- Respond to inquiries to resolve customer questions and concerns through a review of the claim file information.
- Issue payments for the first three days of time loss as directed by the claim manager and in compliance with policies and procedures.
- Review, prioritize and process mail items, such as removing duplicate messages, requesting information to be added to a claim file, etc.
- Perform file reviews to bookmark key information in claim files to improve efficiency for claim managers and permit clear focus on adjudication of the complex issues in each claim.
- Create and maintain records of activities including responding to claim file requests, interpreting and updating electronic claim files, documenting actions via emails and system notifications.
- Receive, review, and take routine action on secured messages and suspended bills.
- Responding to claim file requests, ensuring confidentiality and privacy rules are followed.
- Compile reports and presentations
- Provide back up and coverage activities for other claim processors within each designated service area.
Qualifications
Required:
High school graduation or equivalent
AND
Two years of experience in the program specialty
OR
Equivalent education/experience
AND
- Ability and skill to keyboard at a minimum of 40 words per minute, accounting for errors, with a 5-minute typing test. To see a typing assessment that meets the requirements visit Select and take the 5-minute assessment. Take a screen shot of your result, save, and attach during the online application process. Please do not send a link.
- The ability to fluently speak, read, and write in English and Spanish.
Required Equity Competencies
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Desired:
Spreadsheet Skills – Level 1: Use spreadsheet software such as Microsoft Excel to create, modify, print and format spreadsheets, find and replace data and work with basic formulas and functions. Use templates, styles, AutoFormats, and multiple worksheets.
Six (6) months experience in a call center environment.
Demonstrated research and problem-solving skills.
Excellent communication skills; verbal, written and presentation.
Demonstrated attention to detail.
Be able to access and move between multiple computer programs; databases, word processing, imaging systems, and Internet to enter and update information.
Working knowledge of Title 51, Claims Administration policies, practices and work standards.
Working knowledge of claims operation systems including LINIIS and ORION.
Supplemental Information
Things You Need To Know
Other work schedules, including hybrid telework, can be considered after the 6-month classroom training is complete.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 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.
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:
- A cover letter describing specific qualifications.
- A current resume detailing applicable experience and education.
- A list of at least three professional references with current telephone numbers.
- Copy of an on-line 5-minute typing assessment that meets the 40-wpm qualification and clearly shows the length of the assessment. To see a typing assessment that meets the requirements visit
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.
- Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment. Assessments are proctored remotely via Zoom or Microsoft Teams.
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 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 [email protected].
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 Elena Emery at [email protected]