Correspondence Representative II (3811)

The Word & Brown Companies; Orange (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

The Word & Brown Companies is seeking an Enrollment Representative I to handle written correspondence and client calls for CaliforniaChoice. You will review enrollment forms, obtain missing information, and process documents using Pegasus, Doc-Link, and SharePoint.

This role requires strong communication, attention to detail, and the ability to work in a fast-paced environment. Key duties include form review, outbound information gathering, and maintaining accurate notes.

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.

Responsibilities

• Review and process forms including Employee Applications, Change Request Forms, Employee Termination Forms, and Web Based Forms.
• Identify missing/incomplete information based on guidelines and SOPs.
• Follow the department Pending Item process.
• Compose clear and concise written correspondence (pending item requests, denials, confirmations, memos, letters).
• Place outbound calls to obtain missing information on forms.
• Maintain knowledge of products and systems (Pegasus, doc-link, SharePoint).
• Enter comments in Pegasus and/or Doc-Link.
• Meet department quality and quantity standards and turnaround times.
• Adhere to PHI guidelines.
• Assist with departmental training needs as needed.
• Onsite or remote regular attendance and punctuality are essential.
• Perform other business tasks as assigned.

Skills

Customer Service

Phone etiquette

English communication

Attention to detail

Microsoft Office

Data entry

Problem solving

Fast-paced environment

Education

High School Diploma or equivalent

3+ years office/customer service experience

1 year data entry experience

Tools

Pegasus

doc-link

SharePoint

Outlook/Office 365

Job description

Purpose Of Position:

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

Essential Functions:

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.

Qualifications

Knowledge

Skills & Abilities

Required

• 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.

Additional Competencies

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

Educational 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.