Correspondence Coordinator

Company Overview

Mirra Health Care and CSTS Customer Service and Technology Solutions LLC are leading third-party administrators dedicated to transforming the healthcare experience. We specialize in managing the administrative and operational tasks for insurance plans, ensuring compliance with federal regulations while delivering exceptional service to our partners.

Position Summary Commutes daily to the post office to retrieve and package mail. Sorts and documents incoming mail for distribution and dispatches outgoing mail. Performs outbound address verification calls in response to returned mail and answers incoming calls to the corporate line to triage to the appropriate area.

Essential Duties and Responsibilities

1. Travels daily to the post office to retrieve and package mail.

2. Opens envelopes and packages by hand or machine.

3. Stamps date and time of receipt on incoming mail by hand or electronically.

4. Sorts mail according to destination and type, such as returned letters, adjustments, bills, claims, forms, and payments.

5. Performs outbound calls to members to verify addresses in accordance with CMS guidelines.

6. Answer incoming calls to the corporate line and route them to the appropriate department.

7. Readdresses undeliverable mail bearing incomplete or incorrect address.

8. Examines outgoing mail for appearance and seals envelopes by hand or machine.

9. Stamps outgoing mail by hand or with a postage meter.

10. Folds letters or circulars and inserts in envelopes.

11. Distributes and collects mail.

12. Weighs mail to determine that postage is correct.

13. Keeps record of mail.

14. Adheres to and maintains a working knowledge of departmental policies & procedures, CMS, Federal, State, HIPAA, and NCQA requirements to ensure pieces are documented and outbound calls are performed in accordance with all noted guidelines.

Essential Duties and Responsibilities

1. Understands and provides accurate information regarding Medicare Advantage and Medicaid products courteously and professionally.

2. Asks appropriate questions and listens actively to customers to identify needs to resolve the inquires in a timely and professional manner.

3. Conducts accurate research to resolve issues regarding Medicare Advantage and Medicaid products using appropriate systems and departments.

4. Ensures first-call/contact resolution to resolve customer needs and concerns effectively.

5. Adequately documents all calls/contacts in detail as required by Department standards clearly and concisely.

6. Effectively translates healthcare-related jargon and processes into simple, step-by-step instructions customers can understand and act upon.

7. Operates telephone ACD system.

8. Attends all departmental meetings and training sessions.

9. Reviews training/educational material and seeks clarification when needed.

10. Acts as a liaison between the customers when appropriate.

11. Maintains strict confidentiality of all sensitive information.

12. Maintains compliance with all company policies and procedures.

13. Refers unresolved issues to the next level and/or appropriate areas when necessary.

14. Achieves and maintains acceptable performance levels according to customer service and Quality standards.

15. Answers telephones and warm transfers to appropriate staff when needed.

16. Performs outbound calls to customers in accordance with any assigned outreach campaigns/surveys.

17. Provides customer service through other omnichannel means, including but not limited to responding to live web chats and emails.

18. Utilizes documents using Microsoft Office and other applicable software as designated by management.

19. Performs general clerical duties to include but are not limited to cloud-based faxing, data entry of forms and correspondence, and uploading documentation to customer accounts.

20. Processes customer material requests and performs other Customer Service-related tasks and functions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide into all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Required Education and Experience

1. High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

2. Experience in a managed care environment with member and provider information systems preferred.

If you are passionate about delivering exceptional customer experiences and want to be part of a team that is transforming healthcare, we invite you to apply today!

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person