INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health and welfare of the employees in the State of Arizona? Apply with us! The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

CUSTOMER SERVICE MANAGER

Job Location:

Address:  Claims Division/Compliance Section
800 W. Washington Street, Phoenix

Posting Details:

Salary: $28.00

Grade: 21

Closing Date: Open Until Filled

Job Summary:

This position will work closely with the Assistant Manager and Manger to oversee daily operations of the compliance team; to create and maintain a positive team culture focused on continuous improvement and employee engagement; implementation of short-term and long-term strategies to ensure that the Commission meets its statutory obligations in these areas as set forth in A.R.S.§ 23-901 et seq (Arizona Workers' Compensation Act) and all other applicable laws and rules. This position will supervise direct reports in compliance with all rules, regulations, procedures, state personnel statutes and regulations, and performs other duties and responsibilities described herein; also serves as a subject matter expert on Arizona Workers Compensation law and claims processing. This position also serves as a subject matter expert on compliance processes and procedures as it applies to Arizona Revised Statutes, Title 23, Workers Compensation Practice and Procedures and the workers’ compensation system.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:
● Guiding the day-to-day operations of the Compliance team’s daily operations, which includes providing assistance, training and oversight of staff to ensure work is performed accurately and timely in compliance with Arizona workers’ compensation laws while ensuring compliance with all rules, regulations, procedures, state personnel statutes and regulations.
● Working to build a culture of team cohesiveness and employee engagement.
● Monitoring and tracks employee progress with respect to goals, implements corrective action process as needed.
● Resolves technical and clerical problems referred by team.
● Prepares correspondence, communicates with carriers, employers, injured workers, attorneys, and medical facilities to obtain required information.
● Mentors and trains staff; research and answers questions posed by the team and is responsible for researching and resolving or escalating any customer service issues encountered.
● Confers with management, presents and resolves difficult problems or questions, discusses plans and actions to be taken, makes decisions.
● Assists team by completing insurance team-based tasks.
● Participates in Arizona Management System (AMS) and daily Huddleboard.
● Attends staff meetings, seminars, conferences, training classes as indicated.

Knowledge, Skills & Abilities (KSAs):

Knowledge of
● Basic knowledge of applicable workers’ compensation claims management laws, statutes, case laws.
● Basic medical terminology.
● Microsoft Office Suite; Outlook, Word, Excel.
● Google Office Suite, Gmail, Sheets and Docs.
● Basic English
● Basic mathematics
● Insurance industry claims adjusting standards and practices

Skill in:
● Effectively able to communicate verbally and in writing to resolve disputes with interested parties.
● Basic analysis of insurance, medical and legal documents.
● Review and interpret Arizona Workers' Compensation laws, rules, procedures, and court decisions
● Strong critical thinking skills
● Time Management
● Initiative and attention to detail
● Strong focus on customer