Non-Exempt/Bargaining Unit Posting
2nd Date Posted: 07/14/2023
2nd Date Closed: 07/21/2023
Original Posting Dates: 07/05/2023-07/12/2023
Local/Seniority Unit – 1781/NA
Department – 125460 BCN Commercial Cust Service
Salary Grade – UDB
Number of openings – 1
Shift – Mon-Fri 8:30a-5:00p, Shift Bidding by Seniority
Site/Location: BCN HQ - The Commons
Status – Regular Full Time
This position is accountable to analyze, evaluate, resolve and/or route unassigned, misdirected, customer interoffice and corporate correspondence to the appropriate corporate processing unit/department. Evaluates and mails appropriate forms, brochures and other requested document to subscribers based on their coverage. Performs investigation and research to resolve issues/problems impacting the processing of corporate correspondence.
- Analyzes inbound and outbound correspondence to identify and determine benefits and designate which corporate inquiry processing department and/or specific correspondence should receive it, and bring to closure.
- Determines and distributes appropriate corporate forms and brochures, etc. according to subscriber contract benefit.
- Validates weekly corporate Priority Alert listing to ensure timely processing of written inquiry.
- Performs a tracking process which pulls samples of misdirected correspondence to determine which department they went to and if and when they were processed. Logs in a track report at the end of each month.
- Appropriately designates previously misdirected, unassigned or undeliverable internal/external correspondence by reviewing and investigating the problem.
- Contacts providers/facilities by mail, phone, email, or instant messaging for additional information to resolve where the correspondence should be directed.
- Perform other related duties as assigned.
QUALIFICATIONS
- High school graduate or GED equivalent is required.
- One (1) year customer service experience as a Document Support Clerk or similar position.
- One (1) year of related work experience in areas such as claims processing or membership enrollment.
- Demonstrated command of skills necessary for effective oral and written communication with providers and subscribers in a clear concise and professional manner.
- Analytical skills to interpret, direct and code inquiry information.
- Mathematical skills necessary to calculate and develop operational performance reports.
- Detailed knowledge of BCBSM/BCN benefits/contract offering, policies, and procedures are necessary.
- Knowledge of BCBSM/BCN servicing units, claim processing and corporate inquiry processing/reference files.
- Knowledge of National Management Information Standard (NMIS).
- Ability to lift and/or move up to 25 pounds.
- Other related skills and/or abilities may be required to perform this job.