INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health, safety 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.

We are currently looking for an individual who will contribute to the overall goals and mission of the Claims Division, who will achieve results, and who will identify and take action to address problems and opportunities.

CUSTOMER SERVICE SECTION SUPERVISOR

Job Location:

Address:  Claims Division 
800 W. Washington Street, Phoenix, 85007

Posting Details:

Salary: $22.00 -$25.00 

Grade: 20

Closing Date: Open Until Filled

Job Summary:

The purpose of the Customer Service Section Supervisor position is to supervise the Administration team of the Claims Division and demonstrate and understand applicable Workers Compensation statutes, rules, and case laws within the scope of the team's responsibilities. This position will be responsible for the 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 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:
● This position assists in the day-to-day operations of the Claims Division’s daily operations; which includes ensuring adequate staffing, providing assistance, training and oversight of staff to ensure work is performed accurately and timely in compliance with Arizona workers’ compensations laws.
● Management of assigned section(s) including establishing metrics that defined acceptable levels of performance and establishing monthly targets for each metric. Review performance against those metrics and targets and take action when targets are not achieved. Conducts ongoing performance feedback and annual appraisals.
● Perform audits of internal staff, vendor performance and customer interactions with Community. Analyze results and develop and implement training for internal and external customers; may conduct workshops at the annual Claims Seminar.
● Generate, review, and analyze various claims reports to identify performance measures and claims trends and other claims related research, statistical analysis, and report preparation.
● Support continuous improvement efforts that improve the overall operations of the division and agency while providing a greater return to the State of AZ

Knowledge, Skills & Abilities (KSAs):

Knowledge in:
● Basic knowledge of applicable workers' compensation claims management laws and the State of Arizona records retention.
● Principles and practices of administration and management.
● Administrative and clerical procedures, Computer systems such as software (Word, Excel, Access, Google Suite).
● Data storage systems managing files and records, transcription, designing forms, and other office procedures and terminology.
● Principles and processes for providing customer and personal services.
● Knowledge of Arizona Procurement Portal (APP)
● Basic English and Mathematics

Skills in
● Effectively able to communicate verbally and in writing
● Strong focus on Customer service
● Organization, time management, and observing safety requirements
● Interpersonal skills, handling difficult situations, and dealing with interruptions.
● Communicating with contractors, vendors, managers, and supervisors;
● Critical thinking and problem solving
● Using procurement or other