State of Washington
LCD Benefits Specialist 3 - Customer Care Team Lead: Telework
State of Washington, Olympia, WA, United States
Salary : $58,380.00 - $78,468.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Agency Internal - Permanent
Job Number: 2024-12168
Department: Employment Security Department
Division: Leave and Care Division
Opening Date: 10/30/2024
Closing Date: 11/13/2024 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step
Description
The ideal candidate will be a subject matter expert in Paid Family Medical Leave (PFML) and WA Cares programs. They will have a strong understanding of internal processes, along with the ability to articulate how and why processes are established and/or changed. They will have a strong willingness to learn, be self-motivated, pay close attention to details, and excel in building and maintaining strong relationships. They will be adept at coaching and supporting a diverse staff through good communication and change management.
As the LCD Benefit Specialist 3, Customer Care Team Lead, you are the designated lead worker for an assigned team of ES Benefit Specialist 2s and/or ES Benefit Technicians who provide customer delight; process all claims and premium collections; and provides leadership to accomplish the agency's mission, performance standards and objectives. As a leader within the team, this position mentors, coaches, and trains ES Benefit Specialists 2 and/or ES Benefit Technicians. You are responsible to review the work of Specialists, make necessary corrections, or refer to another appropriate resource for corrections. You will also perform the work of ES Benefit Specialist 2's and/or ES Benefit Technician's. Performing assignments that require in-depth knowledge to address complicated issues. This full-time/permanent position is primarily telework but may need to participate in office for meetings or special events.
NOTE: This opportunity is Internal only and availableonly to current Employment Security Department employees.
Duties
In this role you will Lead and direct the day-to day work of assigned team of Employment Security Department (ESD) Benefit Specialists 2 and/or ESD Benefit Technicians. Providing Senior level direct service support for Leave and Care Processes/Workflows. Serving as a subject matter expert for Benefit Specialists and/or Benefit Technicians with advanced knowledge of adjudication and Paid Family and Medical Leave and WA Cares rules, policies, procedures, and resources. Additionally, you will provide expert technical assistance to internal and external clients/customers.
Some of what you'll be doing:
For a full description of duties - please click here to request from recruiter: PDF Request.
Qualifications
Required:
A combination of education and/or relevant experience equivalent to six (6) years which includes, a minimum of two (2) years of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
OR: One (1) year of experience as a Benefit Specialist 2.
OR: AMaster's degree in a health or social science, public administration or a related field and one year of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
OR: One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits
programs.
Education to Experience Equivalences:Associate Degree = 2 years | Bachelor Degree = 4 years | Masters or Higher = 5 years
Additional Requirement of Employment:
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.
Attach your Resume and Cover Letter with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
Supplemental Information
Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for AllWe strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 or theTalent Acquisition Team,or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
**This organization participates in E-Verify**
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
In order to be considered for this position, you must include a resume, and a letter of interest with this applicant packet. Please click below to indicate you have attached the required documentation.
02
This opportunity is available only to current Employment Security Department employees.Are you a current ESD employee?
03
These positions require that you have completed the in-training plan as an ES LCD Benefit Specialist 2. Have you completed this training?
04
Please select below your previous or current qualifying experience.
05
Which one of the following best describes your years of professional experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
06
Please tell us more about your experience, as noted in questions 3, and 4 including when and where you gained the experience.
07
How did you hear about this job opportunity?)
Required Question
Location : Thurston County - Olympia, WA
Job Type: Agency Internal - Permanent
Job Number: 2024-12168
Department: Employment Security Department
Division: Leave and Care Division
Opening Date: 10/30/2024
Closing Date: 11/13/2024 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step
Description
The ideal candidate will be a subject matter expert in Paid Family Medical Leave (PFML) and WA Cares programs. They will have a strong understanding of internal processes, along with the ability to articulate how and why processes are established and/or changed. They will have a strong willingness to learn, be self-motivated, pay close attention to details, and excel in building and maintaining strong relationships. They will be adept at coaching and supporting a diverse staff through good communication and change management.
As the LCD Benefit Specialist 3, Customer Care Team Lead, you are the designated lead worker for an assigned team of ES Benefit Specialist 2s and/or ES Benefit Technicians who provide customer delight; process all claims and premium collections; and provides leadership to accomplish the agency's mission, performance standards and objectives. As a leader within the team, this position mentors, coaches, and trains ES Benefit Specialists 2 and/or ES Benefit Technicians. You are responsible to review the work of Specialists, make necessary corrections, or refer to another appropriate resource for corrections. You will also perform the work of ES Benefit Specialist 2's and/or ES Benefit Technician's. Performing assignments that require in-depth knowledge to address complicated issues. This full-time/permanent position is primarily telework but may need to participate in office for meetings or special events.
NOTE: This opportunity is Internal only and availableonly to current Employment Security Department employees.
Duties
In this role you will Lead and direct the day-to day work of assigned team of Employment Security Department (ESD) Benefit Specialists 2 and/or ESD Benefit Technicians. Providing Senior level direct service support for Leave and Care Processes/Workflows. Serving as a subject matter expert for Benefit Specialists and/or Benefit Technicians with advanced knowledge of adjudication and Paid Family and Medical Leave and WA Cares rules, policies, procedures, and resources. Additionally, you will provide expert technical assistance to internal and external clients/customers.
Some of what you'll be doing:
- Assign work to ESD Benefit Specialists and/or ESD Benefit Technicians.
- Monitor queues to ensure efficient resource deployment that is responsive to inbound customer contact volumes.
- Provide coaching and mentoring for assigned team of ESD Benefit Specialists and/or ESD Benefit Technicians.
- Adjust workload assignments for assigned team of ESD Benefit Specialists and/ or ESD Benefit Technicians to ensure timely delivery of service.
- Review work of assigned team of ESD Benefit Specialists and/or ESD Benefit Technicians to ensure accuracy and conformance to laws, regulations, policies and procedures.
- Monitor and maintain processes and procedures for efficient workflow and update as appropriate and in accordance with team Operations guidelines.
- Ensure the work of ESD Benefit Specialists and/or ESD Benefit Technicians meet the time frames and deadlines set by program requirements.
- Provide guidance to ESD Benefit Specialists and/or ESD Benefit Technicians on difficult, complex, or unusual cases.
- Analyze written and oral information to guide ESD Benefit Specialists and/or ESD Benefit Technicians in eligibility determinations, collection of premiums from employers and adjudication of Paid Family and Medical Leave benefits.
For a full description of duties - please click here to request from recruiter: PDF Request.
Qualifications
Required:
A combination of education and/or relevant experience equivalent to six (6) years which includes, a minimum of two (2) years of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
OR: One (1) year of experience as a Benefit Specialist 2.
OR: AMaster's degree in a health or social science, public administration or a related field and one year of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
OR: One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits
programs.
Education to Experience Equivalences:Associate Degree = 2 years | Bachelor Degree = 4 years | Masters or Higher = 5 years
Additional Requirement of Employment:
- Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.
- Must have Completed the in-training plan as an ES Benefit Specialist 2.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.
Attach your Resume and Cover Letter with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
Supplemental Information
Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for AllWe strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 or theTalent Acquisition Team,or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
**This organization participates in E-Verify**
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
In order to be considered for this position, you must include a resume, and a letter of interest with this applicant packet. Please click below to indicate you have attached the required documentation.
- Yes
- No
02
This opportunity is available only to current Employment Security Department employees.Are you a current ESD employee?
- Yes
- No
03
These positions require that you have completed the in-training plan as an ES LCD Benefit Specialist 2. Have you completed this training?
- Yes
- No
04
Please select below your previous or current qualifying experience.
- A combination of education and/or relevant experience equivalent to six (6) years which includes, a minimum of two (2) years of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
- One (1) year of experience as a Benefit Specialist 2.
- A Master's degree in a health or social science, public administration or a related field and one year of experienceexamining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
- One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits programs.
- None of these apply.
05
Which one of the following best describes your years of professional experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
- I have between 1 and 2 years of experience
- I have between 2 and 3 years of experience
- I have between 3 and 4 years of experience
- I have between 4 and 5 years of experience
- I have between 5 and 6 years of experience
- I have between 6 and 7 years of experience
- I have between 7 and 8 years of experience
- I have between 8 or more years of experience
- I do not have this experience
06
Please tell us more about your experience, as noted in questions 3, and 4 including when and where you gained the experience.
07
How did you hear about this job opportunity?)
- WWW.Careers.Wa.Gov
- WorkSource Center or Website (WorkSourceWA.com)
- Washington State Employee Referral
- ESD Employee Referral
- Employment Security Department's job web page: WWW.Esd.Wa.Gov
- Monster
- College/university career fair or website
- VERG
- Craigslist
- CareerBuilder
- Diversity Jobs
- Handshake
- Other
Required Question