Correspondence Representative II
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Job Description
Correspondence Representative role at CaliforniaChoice. Focused on client communication, document processing, and adherence to company policies.
Responsibilities:
- 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 as well as the following:
- 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.
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
- 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.
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