[Hiring] Correspondence Representative II @Word & Brown Companies

Role Description

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.
  • 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

  • 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.

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.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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