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

Salary: $22.00 -$25.00 

Grade: 20

Closing Date: Open Until Filled

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.

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 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 systems.
● Prioritizing workload
● Initiative and attention to detail
● Basic Business process acumen
● Supervisory skills, including Performance Management, training staff and providing guidance to staff.

Ability to
● Perform job responsibilities incorporating lean management and principles of Arizona Management System.
● Learn computer systems and applications.
● Operate or learn to operate a Pitney Bowes mail system
● Ability to lead and inspire a team to accomplish goals and drive results.
● Schedule and prioritize workflow and work schedules.
● Recognize and engage those with different backgrounds, characteristics, and perspectives to bridge gaps in understanding of differing viewpoints, as well as ensuring persons with diverse perspectives are allowed to collaborate and provide input.
● Maintain confidentiality of purchasing and procurement details.
● Comprehend and assimilate technical and business-related documents.
● Follow policies and procedures and other applicable regulations.
● Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

The ideal candidate for this position will have:
Compliance processes and procedures as they apply to Arizona Revised Statutes, Title 23, Workers Compensation Practice, Procedures and the workers’ compensation system.

If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid Arizona class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
● Affordable medical, dental, life, and short-term disability insurance plans
● Top-ranked retirement and long-term disability plans
● 10 paid holidays per year
● Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
● Sick time accrued at 3.70 hours bi-weekly
● Deferred compensation plan
● Wellness plans

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Please visit https://hr.az.gov/employee-benefits to learn more about benefits given to ICA employees.

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

If you have any questions please feel free to contact Human Resources at 602.542.5559 or email HR@azica.gov. for assistance. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.