Correspondence Representative II (3811)

About the Role

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

Responsibilities

• Expert knowledge of all MPC Enrollment Rep I duties and Correspondence duties as determined by department assessment.
• Understand company policies and procedures as they apply to CaliforniaChoice plans.
• Review and process forms including but not limited to:
  • Employee Applications
  • Change Request Forms
  • Employee Termination Forms
  • Web-Based Forms
• Identify and obtain missing or incomplete information on forms based on guidelines and standard operating procedures.
• Follow the department Pending Item process.
• Compose clear and concise written correspondence (e.g., pending item requests, denials, confirmations, memos, letters).
• Place outbound calls to obtain missing or incomplete information on forms.
• Maintain working knowledge of all products and systems used for job function (e.g., Pegasus, Doc-Link, SharePoint).
• 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.
• Perform 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.

Skills

• Customer service and phone etiquette experience.
• Strong communication skills (written, grammatical, and verbal).
• Ability to communicate effectively in English.
• Strong attention to detail and analytical skills.
• Ability to perform in a fast-paced, deadline-oriented work environment.
• Excellent customer service and organizational skills.
• 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) and web-based technology.
• Highly motivated with the ability to take initiative and be accountable.
• Excellent interpersonal and service-oriented skills.
• Knowledge of the healthcare insurance industry is a plus.

Additional Competencies

• Customer Focus
• Learning on the Fly
• Listening
• Written Communication

Physical Requirements

• Ability to sit for extended periods with occasional standing and walking.
• Adequate hearing for phone work.
• Close vision and the ability to adjust focus.
• Ability to use a keyboard and other office equipment.
• Ability to lift up to 10 lbs. occasionally.