INDUSTRIAL COMMISSION

Address:  Auditing, Compliance & Training Section/Claims Division
800 W. Washington Street, Phoenix, AZ 85007

Salary: 25.00 

Grade: 19

Closing Date: Open Until Filled

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.

The purpose of the Program Projects Specialist 2 position is to support the continued education, modernization, and improve efficiency standards we project and require to serve our community. This role manages the Claims Division Bad Faith/Unfair Claims processing Program, including internal and externally filed complaints.

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:
● Identifying, reviewing, processing all requests for 1061M and complaints of bad fair and/or unfair claims processes and procedures.
● Handling inquiries initiated by ICA customers via written and verbal communications.
● Work cross-divisionally Support & expand adjusters outreach training programs; modernize compliance programs by gathering information making recommendations for improvement.
● Preparing and providing Salesforce Reports and Dashboards to drive improvement and support.
● Reviewing and auditing data to develop internal and external programs to increase quality and compliance with existing Arizona Workers Compensation laws, rules and statues.
● Supporting the Annual Claims Seminar including updating the Claims Manual, creating and presenting dynamic presentations to community members.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meetings 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.

Knowledge in
● Comprehensive knowledge of Title 23, Chapter 6 of the ARS (Arizona Workers
Compensation Act)
● The Industrial Commission of Arizona Claims Division Operations
● Claims adjusting practices.
● Excellent Knowledge of Microsoft Office, required. Google Suite and Salesforce, a plus
● Basic business English and mathematics.
● Knowledge of using Internet based searching to conduct research.


Skills in
● Able to read and comprehend complex insurance, medical and legal documents.
● Effectively able to communicate verbally and in writing.
● Strong reasoning and analytical skills
● Strong critical thinking and analysis
● Data interpretation
● Time Management
● Initiative and attention to detail.
● Strong focus on customer service.
● Strong organization and planning skills
● Strong customer service skills
● Responsible for high-quality, nearly error-free output.


Ability to
● Understand and learn computer systems and applications.
● Must demonstrate the ability to use technology to problem solve, be a self-learner in
technology and continually enhance skills in these areas to support our ongoing
modernization momentum.
● Ability to write technical instructions.
● Interpret standard / simple claim files.
● Conduct research and reach a logical conclusion based on results.
● Manage heavy workload with high level of accuracy and production.
● Work well within a diverse and inclusive office environment.
● Timely process documents within established productivity standards and prioritize work
within established time frames.
● Manage time effectively and meet deadlines.
● Adapt to changing circumstances.
● Demonstrate initiative and attention to detail.
● Exercise discretion and judgment.
● Works well under pressure.
● Ability to perform job responsibilities incorporating lean management and principles of the
Arizona Management System.

Comprehensive knowledge of Title 23, Chapter 6 of the ARS (Arizona Workers Compensation Act). The knowledge of the Industrial of Arizona Commission of Arizona Claims Division Operations claims adjusting practices. HS, AA and BC, a plus.

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 HR@azica.gov and 602.542.5559 for assistance. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.