BCN Correspondence Clerk (Detroit)

Status -

Regular FT Hours of Operation/Shift:

M-F 7:30 am-5:30pm (shift bid and awarded by seniority) Site - Detroit Whitmer 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.