This position is accountable to handle all correspondence through electronic and paper means that is received from subscribers of BCBSM and BCN. Responsible for organization of correspondence through indexing, triaging, processing PHI, processing incoming mail, and fulfillment of mailing, faxing, or emailing requests. Assist customers through the corporate operator line by transferring calls to designated servicing areas. Ensures mail is transferred to call centers in a timely manner to meet all NCQA and performance guarantees for the call center. * Indexing incoming correspondence from members and providers in content manager by assigning attributes and transfer of work to customer servicing desktop applications. * Handling corporate operator calls by transferring members to correct call centers and other departments within BCBSM and BCN. * Processing of PHI and other sensitive documents by reviewing documents received and loading to the appropriate system for other departments or members as necessary. * Triaging work in customer servicing desktop applications by identifying necessary contract attributes for work initiation in the customer servicing desktop application. * Clerical duties including processing incoming paper and electronic mail, rerouting misdirected, unassigned, or undeliverable internal and external correspondence by reviewing and investigating the problem. * Log and track mail receipt reports. * Fulfill correspondence requests by call centers, including mailing, emailing, faxing, or other document needs. * Perform other related duties as required. QUALIFICATIONS * High school graduate or GED equivalent is required. * One to two years basic computer knowledge and ability to use standard PC programs, such as Microsoft Office Suite. * 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 benefits/contract offering, policies, and procedures are necessary. * Knowledge of BCBSM 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.
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