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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00005811 |
Description Activated On: 7/20/2026 1:50:04 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Provides information and assistance in resolving workers’ compensation issues via telephone, e-mail and WCAIS Customer Service tickets, for the Bureau of Workers’ Compensation. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Makes calls to and receives calls from employees, employers, insurance carriers, insurance agents, attorney’s, doctors, legislators, or anyone involved in a workers’ compensation or occupational disease matter in Pennsylvania and provides information and/or assistance in solving problems relating thereto. Other communication methods used daily are: an online ticket system, and written communications by mail and e-mail. For those individuals who do not speak English, provides language interpretation services by contacting an interpreter service and continuing the conference call to address and resolve the inquiry. In this capacity, the incumbent secures bureau files if necessary, attempts to resolve problems with the bureau or between or among the parties to a dispute and/or provides information on compliance with the rules and regulations of the Department and pro visions of the Worker’ Compensation and Occupational Disease laws of Pennsylvania relating thereto. Problems involving legal interpretations are referred to the bureau’s legal division. Compiles monthly statistical data identifying the incoming and answered claim and employer calls, including unemployment compensation, emails, PA Compensation Rating Bureau inquiries, walk-in visitors and issues of concern to the bureau. Reviews data, conducts a trend analysis and develops written formal recommendations based upon findings for changes to procedures, forms and bureau operations. These recommendations are provided to the Administrative Officer 1 for review and implementation. This position researches the Workers’ Compensation Act, court cases and published articles on workers’ compensation to accurately address inquiries from all areas of the workers’ compensation community on a daily basis. Tracks trends in the workers’ compensation system to capture data regarding bankruptcies, issues with bureau forms, responses to changes in the workers’ compensation law/bureau procedures/policies. Drawing on information derived from daily contact from the workers’ compensation community, this position is responsible for researching, analyzing, and formally reporting on potential implications that could affect aspects of the workers’ compensation laws, rules and regulations. These formal written reports are submitted to the Administrative Officer 1. Independently contacts insurance carriers, doctors and other involved parties in response to inquiries so that solutions can be arranged, where possible, without the need for litigation. Encourages discussion between those involved so that informative communications can be used to answer questions that could otherwise lead to disputes. Calls which involve problems which cannot be resolved or involve a violation of the law are referred to the Compliance division for further action. Informs dependents on their rights under the Workers’ Compensation Law in cases of work-related injuries resulting in death and, if necessary, assists in filing petitions. If an attorney is involved, contact is made with the attorney. This individual will complete processing registrations of external customers to use the Workers’ Compensation Automation and Integration System (WCAIS) computer system and also handle inquiries regarding WCAIS, including: walking callers through log-in, helping to register users, identifying and reporting technical problems to the appropriate staff, and explain dashboard functions and menus and other screens and processes within the WCAIS system. Researches inquiries regarding workers’ compensation coverage requirements using available data interfaces including CLEAR, WCAIS, UC and the Pennsylvania Compensation Rating Bureau’s electronic database and provides the findings of that research, both verbally and in writing, to both internal Bureau staff and also the external community. Submits changes/updates to the Data Quality section and to our vendor to improve data integrity within WCAIS and to identify system enhancement, through WCAIS and TFS. Conducts UAT for system updates as needed. Work involves making independent decisions concerning the process to be followed, the appropriateness of the information to be processed, and the actions to be taken. Assists with special projects as needed. Work is performed with considerable independence. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Researches and delivers responses to customers' inquiries regarding workers' compensation and provides assistance with WCAIS. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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