L&I Program Assistant, Units

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

Position Overview: The Program Assistant works in the Insurance Services Claims Administration Support Units reporting to the Program Support Supervisor 2, providing timely, accurate, and excellent customer service to workers, employers, medical providers, and internal customers. The role resolves complaints, inquiries and client/customer problems, maintaining confidentiality, and applying legal and regulatory knowledge.

• Respond promptly to a high volume of customer telephone inquiries using a multi‑line telephone system.
• Independently provide interpretation and apply knowledge of claims laws, regulations, and processes in the resolution of problems and requests.
• Read and apply information from computer programs, resource manuals, Washington Administrative Codes, Revised Code of Washington, and customer‑submitted documents.
• Verify callers’ relationship to the claim and use double identifiers when appropriate to ensure confidentiality.
• Respond to inquiries from injured workers, medical providers, employers, attorneys and other customers, listening to callers, identifying issues and barriers, providing options, and fulfilling services.
• Navigate multiple computer programs while inputting data quickly.
• Act as a liaison between customers and agency staff, offering assistance to other state agencies.
• Provide assistance and problem resolution regarding options, rights, regulations and services available within the agency, including attorney representation options.
• Explain forms, letters and other informational materials to callers.
• Maintain confidentiality and comply with applicable statutes and agency policies and procedures.

• High School Diploma, GED, or equivalent.
• 2 years of clerical or customer service experience assisting clients or customers with inquiries, complaints, or problems.
• Ability to type at a minimum of 40 words per minute (including errors) on a 5‑minute typing test.
• Basic level 1 skills in the MS Office suite of applications, especially Outlook, Excel, and Word.
• Equivalent education or experience as an alternative.

• Associate’s degree.
• Call center experience with a multi‑line telephone queue system and professional phone presence in a high‑volume, fast‑paced environment.
• Ability to listen attentively, identify issues, provide options, and exercise knowledge and independent judgment in a courteous manner.
• Ability to multi‑task; spend 70% of the day assisting customers on the phone while completing clerical duties.
• Competence in managing multiple competing priorities, working within multiple computer programs, and keeping information current.

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

• Paid leave.
• Tuition reimbursement.
• Infants at Work program.
• Generous retirement package.

Location: Tumwater, Washington.

Telework may be available subject to business needs and supervisor approval.

EEO and Diversity Statement: L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The State of Washington is an equal‑opportunity employer.

People with a disability who need accommodation in the application or testing process may call 360‑902‑5700.