Correspondence advisor

Company: Blue Cross Blue Shield of Louisiana
Location: Baton Rouge
Posted on: September 21, 2022

Job Description:

3.9 13 hours ago Full Job Description We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross. Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana implemented a policy requiring any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID 19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. At this time, that policy is suspended and vaccination is not required to enter our facilities. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates and certain client facing roles may have separate protocols. Residency in or relocation to Louisiana is preferred for all positions. Grade 5 POSITION PURPOSE Responds to member and provider inquiries in writing. Promotes and maintains a positive company image through direct contact with customers. Provides assistance to Correspondence Advisors I & II. Complies with all laws and regulations associated with duties and responsibilities. NATURE AND SCOPE This role does not manage people This job reports to: Departmental Leadership Necessary Contacts: In order to effectively fulfill this position, the incumbent must be in contact with:Special Accounts, Member Service, Provider Service, Benefit Operations, Network Administration, Marketing, Accounting and Legal departments as well as members, providers, groups, brokers, other plans, insurance companies, Social Security Administration and Centers for Medicare and Medicaid Services (CMS). QUALIFICATIONS Education High School Diploma or equivalent required Associate's Degree preferred Work Experience 4 years of customer service or medical office experience required 2 years of the four years must be as an Account Advisor, Claims Processor, or Claims Specialist with BCBS is required Skills and Abilities Excellent written communication skills, specifically letter writing skills, along with reading comprehension skills are required due to the high amount of direct customer contact and the need to understand customer contract benefits and training materials. Must have the ability to remain diplomatic when dealing with internal and external customers. Must demonstrate the ability to listen, type and talk simultaneously. Excellent listening skills are required to effectively understand issues that are presented verbally from our customers. Effective organizational and interpersonal skills are required. Must have the ability to multi-task and handle work independently as well as organize and prioritize multiple customer issues. Must be comfortable being monitored for level of efficiency, accuracy and customer satisfaction and must maintain the confidentiality of information encountered. Working knowledge of relevant PC software (Microsoft Office) is required. Must be able to verbally communicate on the telephone in a call center environment. Ability to sit at a desk and answer calls for prolonged periods of time with pre-determined breaks. Licenses and Certifications A certificate in medical office assistant or medical coding will substitute for one year of experience ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS Reviews inquiries received by mail, email and/or fax from providers, members, group leaders, brokers and/or other plans to determine action necessary to provide required information or resolve a problem. Researches several computerized systems to resolve complex member and provider inquires, including Manager callbacks, outside standard procedure to ensure that accurate research is complete prior to execution. Analyzes and identifies possible system errors and/or patterns and responds to inquiries in writing regarding adjustments, refunds, edits and/or payment registers to ensure completeness, accuracy and customer satisfaction to member and providers. Reviews and responds to action requests accurately and promptly to ensure service level agreements and quality assurance are in compliant, consistent, effective and efficient. Maintains knowledge of required lines of business, changes to applicable company policies/procedures, recent laws and regulations, HCPCS coding, ICD-9 codes, medical terminology and related computer systems to ensure information is current and accurate when providing service to members and providers. Composes and proofreads letters to customers, group leaders, brokers, insurance companies and other plans describing payment amounts or any other written correspondence to ensure customer satisfaction. Demonstrates leadership by serving as staff mentor and coach to Correspondence Advisors I II when handling complex inquiries and working independently and consistently in order to meet the needs of the members and providers. Manages calls from providers and members on a scheduled rotation. Additional Accountabilities and Essential Functions The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions Perform other job-related duties as assigned, within your scope of responsibilities. Job duties are performed in a normal and clean office environment with normal noise levels. Work is predominately done while standing or sitting. The ability to comprehend, document, calculate, visualize, and analyze are required. #LI_MS1 #LI-Remote An Equal Opportunity Employer All BCBSLA EMPLOYEES please apply through Workday Careers. PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI) Additional Information Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account. If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance. In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free. Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner. Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results. JOB CATEGORY: Customer Service & Contact Center Operations

Keywords: Blue Cross Blue Shield of Louisiana, Baton Rouge , Correspondence advisor, Other , Baton Rouge, Louisiana