Member Management Coord

About the Role

The COB (Coordination of Benefits) Member Management function will be solely accountable for maintaining COB files and specifically ensure member data is kept consistent, accurate and current for the enterprise.
What You'll Do

- Load and maintenance of member COB files
- Perform outreach to members to obtain COB information (LOI-s, phone calls, written correspondence etc).
- Resolve COB customer inquiries received via phone, fax, mail, e-mail, UCSW(Universal Customer Service Workstation), NASCO worksheets etc. in accordance with prescribed departmental process.
- Review & investigate computer systems and/or reference materials to complete COB verification based on the nature of the inquiry (member information, enrollment, etc.).
- Handle and respond to written COB correspondence
- Accurately document customer inquiries and actions taken in accordance with departmental guidelines to ensure appropriate follow up.
- Identify & escalate COB trends and root cause analysis of COB issues/problems to management in a timely fashion.
- Retrieve & analyze COB reports and perform corrective actions as necessary.
- Deliver an excellent customer service experience while meeting quality, production & timeliness standards.
- Communicate COB corrective actions with vendors, groups, sales or brokers as necessary.
- May participate in hospital and physician workshops on COB.
- May perform COB testing during implementation/upgrade of claims/customer service systems.
- Perform other relevant tasks as assigned by management.

What You Bring

Core Individual Contributor Competencies:
Personal and professional attributes that are critical to successful performance for Individual Contributors:
Customer Focus
Accountable
Learn
Communicate

Qualifications:
Education/Experience:
1. Prefers a bachelor's degree from an accredited college or university.
2. Requires a minimum of two years customer service experience perferrable in the health insurance industry.
3. Requires customer service experience in the research, investigation and resolution of problems and/or complaints.
4. Requires prior experience with PC's and related software applications.

Knowledge:
- Basic medical terminology and medical billing coding required.
- Perfered Knowledge of QBLUE, NASCO & UCSW systems
- Coordination of Benefits Rules & Regulations

Skills and Abilities:
- Excellent Customer Service skills
- Ability to work in a high pressure, fast-paced environment.
- Keyboarding proficiency.
- PC proficiency.
- Strong verbal and written communication skills.
- Presentation skills.
- Strong interpersonal skills (i.e., active listening).
- Investigative and analytical skills.
- Ability to multitask.
- Time management skills.
- Flexibility and adaptability.
- Ability to work effectively within a team environment.
- Needs to demonstrate the willingness to be cross trained in other duties

Travel (If Applicable):
- Internal travel may be required.