[Hiring] Correspondence Representative II @Word & Brown Companies

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Role Description

Send written correspondence and communicate with clients via phone to obtain, review and process enrollment materials for participants of CaliforniaChoice.

  • Expert knowledge of all MPC Enrollment Rep I duties.
  • Demonstrate knowledge of Correspondence duties as determined by department assessment.
  • Understand company policies and procedures as they apply to CaliforniaChoice plans.
  • Responsible for the review and processing of the following forms including but not limited to:
    • Employee Applications
    • Change Request Forms
    • Employee Termination Forms
    • Web Based Forms
  • Identify and obtain missing/incomplete information on forms based on guidelines and standard operating procedures.
  • Follow the department Pending Item process.
  • Compose clear and concise written correspondence (i.e. pending item requests, denials, confirmations, memos, letters, etc.).
  • Place outbound calls to obtain missing/incomplete information on forms.
  • Maintain working knowledge of all products and systems used for job function (i.e. Pegasus, doc-link, SharePoint, etc.).
  • Enter appropriate comments in a clear and succinct manner into Pegasus and/or Doc-Link.
  • Meet department standards for quality and quantity of work.
  • Maintain department and team standards for turnaround times.
  • Adhere to all PHI (Personal Health Information) guidelines.
  • Assist with departmental training needs as needed.
  • Onsite or remote regular attendance and punctuality are essential functions of the job.
  • Performs other business tasks or functions as assigned.

Qualifications

  • Customer Service and phone etiquette experience a must.
  • Strong communication skills (written, grammatical and verbal) required.
  • Must be able to communicate effectively in English.
  • Ability to interact and communicate effectively with all levels of employees and customers.
  • Must have strong attention to detail.
  • Strong analytical skills and problem solving skills.
  • Ability to perform in a fast-paced, deadline-oriented work environment.
  • Excellent customer service and organizational skills.
  • Able to build/gain commitment and overcome resistance to change.
  • Ability to retain large quantities of information.
  • Accurately type a minimum of 50 WPM.
  • Proficient with Microsoft Office software (Access, Word, Excel, PowerPoint, Visio, Publisher, SharePoint, Outlook), web based technology.
  • Must be highly motivated, have ability to take initiative, be accountable, have excellent interpersonal, and service oriented skills.
  • Knowledge of the healthcare insurance industry a plus.

Requirements

  • High School Diploma or equivalent required.
  • Three plus (3+) years of office and/or customer service experience required.
  • At least one (1) year of data entry experience.

Physical Requirements

  • Must be able to sit for extended periods of time with occasional standing and walking.
  • Must have adequate hearing for phone work.
  • Vision requirements include close vision and the ability to adjust focus.
  • Must be able to use a keyboard and other office equipment.
  • Ability to lift up to 10 lbs. occasionally.
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