Claims Processing Associate

Blue Cross Blue Shield of Michigan; Lansing (MI); On-site; USD 40,000 - 55,000; Full time

Job summary

Blue Cross Blue Shield of Michigan in Lansing, MI is seeking a Claims Intake Clerk to manage incoming workload, resolve issues, and provide first report of injury routing. You will determine jurisdiction for first notice of injury and distribute to the proper destination, entering and supporting priority requests and updates to newly created claims.

Responsibilities include handling claims data, assisting end-users, and supporting state-specific requirements.

Qualifications

• High school diploma or GED.
• Minimum of two years of general office experience, including customer service.
• Ability to verify data for accuracy and proofread correspondence.
• Proficient in basic computer and spreadsheet software.

Responsibilities

• Identifies jurisdiction, date of injury and handling items; researches and re-indexes submissions.
• Receives incoming claims calls; backup for telephone system during outages.
• Makes changes and updates on claims; guides end-users on processes.
• Determines policy coverage and routes documents to appropriate region.
• Maintains procedures and may participate in training staff.
• Processes workers' compensation claims from queues or calls; codes injury details.
• Routes to medical bill review vendor and responds to unidentified mail.

Skills

Verbal communication

Written communication

Customer service

Data entry

Multitasking

Microsoft Office

Training others

Education

High school diploma or GED

Tools

Document management system

Job description

SUMMARY:

This role will focus on maintenance of our incoming workload, issue resolution and first report of injury (FROI) issues. This position determines jurisdiction for entry of first notice of injury (FNOI) from multiple sources and distributes to the proper destination. Enters and supports priority and special requests, including correcting newly-created claims.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identifies jurisdiction, date of injury and special/additional handling items; researches and re-indexes non-new claim submissions to route to appropriate handling.


• Receives incoming general new claims calls for all entities; backup for ACD calls in the event of telephone system shutdown.


• Makes changes, corrections and updates on newly created and/or existing claims or submissions as well as guiding end-users on process techniques in various applications.


• May serve as a resource regarding intake-related issues, i.e., determine jurisdiction, assist in clearing policy issues to process claim; in finding coverage or other information.


• May participate in training employees new to the role.


• Processes Workers' Compensation claims retrieved from Open Pool queues or via telephone; codes body part, diagnosis and cause of injury by entering submitted data in the claims system reviews claim for accuracy prior to completion and performs all tasks specified for state-specific requirements after claim setup.


• Confirms policy coverage for date of injury, business location and injury location; requests policy update for locations as needed.


• Maintains department procedures, working instructions and job aides; may participate in creating new workflows or workflow changes.


• Researches multiple state and internal systems and documents and routes/or indexes incoming mail to appropriate region and/or department from unidentified mail queue.


• Forwards unidentified mail to sender using appropriate form letters.


• Routes documents to medical bill review vendor.

EDUCATION AND EXPERIENCE

Relevant combination of education and experience may be considered in lieu of degree.

A. EDUCATION REQUIRED:

High school diploma or G.E.D.

B. EXPERIENCE REQUIRED:

Minimum of two years of general office experience, including customer service experience that provides the required skills, knowledge and abilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or

ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES

• Excellent verbal and written communication skills.


• Ability to be an independent thinker to solve issues.


• Excellent organizational skills and ability to prioritize work to meet established deadlines.


• Basic knowledge of computers and spreadsheet software with data entry ability Basic knowledge of word processing software.


• Excellent customer service skills


• Knowledge of multi-functional telephone system.


• Ability to proofread correspondence for accuracy of spelling, grammar, punctuation and format.


• Ability to verify data for accuracy.


• Ability to multi-task i.e. interacts on telephone while entering data.


• Ability to work effectively with various business units.


• Ability to train and coach others to perform the core responsibilities.


• Ability to work varied hours/days/shifts.

C. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED:

• Insurance Institute of America (IIA) or other insurance related coursework.


• Knowledge of Workers Compensation or insurance.


• Basic knowledge of spreadsheet software.


• Knowledge of medical terminology.


• Knowledge of claims reporting process for multiple states.


• Experience using a document management system with workflows.


• Other insurance related coursework.


• Experience providing customer service over the phone.


• Excellent telephone etiquette.

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards. Work may be performed at varied hours/days/shifts.

ADDITIONAL INFORMATION

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

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