American Foreign Service Protective Association
Direct Billing and Correspondence Officer II
American Foreign Service Protective Association, Washington, District of Columbia, us, 20022
DescriptionAFSPA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, sexual orientation, national origin, age, veteran status, disability, or any other protected class.
All new hires will be required to comply with Association policy pertaining to COVID-19 Vaccination. COVID-19 vaccination is not required but strongly recommended. Failure to adhere to policy guidelines will result in disciplinary action up to and including termination
*A Resume is required for consideration. Application submissions without a resume included will be automatically disqualified from consideration.*
Compensation for this position is in the
$46k
range to
$ 52k
range depending on qualifications and experience.
Hybrid work schedule
until otherwise notified. Hybrid work schedules are based on business needs and
may require you to have to work in the office up to 4 days per week.Summary : Primary function of this position is to handle incoming correspondence (emails, intranet requests, mail, and faxes) from Plan members and foreign providers. Provide accurate, detailed responses to their inquiries, serve as the member and provider's advocate, and move issues successfully to resolution based on the benefits outlined in the Plan's Brochure, databases, resources, tools, policies, and procedures.Duties and ResponsibilitiesDuties & responsibilities include, but are not limited to, the following:Appropriately and accurately respond to member and provider inquiries regarding benefits, appeals, pre-determinations, claim status, service, wellness, and discount programs within the established departmental guidelines and deadlines. *Document all member and provider interactions such as calls, emails, faxes, and written correspondence promptly. *Ensure that complaints, appeals, urgent care, and non-urgent care claims are processed according to regulations, compliance standards, policies, and procedures. *Collect and document customer address changes, claims inquiries, and faxes according to established departmental policies and procedures. *Provide outreach and resolution to inquiries received via the Member correspondence queue and email by our Plan administrator within the established departmental guidelines. *Effectively work with external business partners to resolve member and provider issues. *Follow up with members and providers as needed to update them on the progress of open issues and the resolution of closed issues within the established departmental guidelines *Process verification of benefits letters within 24-48 hours (2 business days) *Keep your queue and any other assigned queue up-to-date with the departmental established guidelines. *Promptly report your monthly numbers, weekly inventory, and provider/member tracking issues within the established departmental guidelines. *Other duties as assigned.RequirementsQualifications:An individual must be able to perform each essential duty independently and satisfactorily. Have been an HBO I for at least one year and have been successfully performing with an average quality rating of 95% or higher consecutively for twelve months before applying for the position. Possess excellent verbal and written communication skills, Microsoft Word and Excel skills, critical thinking, problem-solving skills, adaptability, and flexibility. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education/Experience:High School Diploma or equivalent; minimum of 3 years of customer service experience and two years of Foreign Service Benefit Plan health-related customer service experience.Work Location:The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management's sole discretion.
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All new hires will be required to comply with Association policy pertaining to COVID-19 Vaccination. COVID-19 vaccination is not required but strongly recommended. Failure to adhere to policy guidelines will result in disciplinary action up to and including termination
*A Resume is required for consideration. Application submissions without a resume included will be automatically disqualified from consideration.*
Compensation for this position is in the
$46k
range to
$ 52k
range depending on qualifications and experience.
Hybrid work schedule
until otherwise notified. Hybrid work schedules are based on business needs and
may require you to have to work in the office up to 4 days per week.Summary : Primary function of this position is to handle incoming correspondence (emails, intranet requests, mail, and faxes) from Plan members and foreign providers. Provide accurate, detailed responses to their inquiries, serve as the member and provider's advocate, and move issues successfully to resolution based on the benefits outlined in the Plan's Brochure, databases, resources, tools, policies, and procedures.Duties and ResponsibilitiesDuties & responsibilities include, but are not limited to, the following:Appropriately and accurately respond to member and provider inquiries regarding benefits, appeals, pre-determinations, claim status, service, wellness, and discount programs within the established departmental guidelines and deadlines. *Document all member and provider interactions such as calls, emails, faxes, and written correspondence promptly. *Ensure that complaints, appeals, urgent care, and non-urgent care claims are processed according to regulations, compliance standards, policies, and procedures. *Collect and document customer address changes, claims inquiries, and faxes according to established departmental policies and procedures. *Provide outreach and resolution to inquiries received via the Member correspondence queue and email by our Plan administrator within the established departmental guidelines. *Effectively work with external business partners to resolve member and provider issues. *Follow up with members and providers as needed to update them on the progress of open issues and the resolution of closed issues within the established departmental guidelines *Process verification of benefits letters within 24-48 hours (2 business days) *Keep your queue and any other assigned queue up-to-date with the departmental established guidelines. *Promptly report your monthly numbers, weekly inventory, and provider/member tracking issues within the established departmental guidelines. *Other duties as assigned.RequirementsQualifications:An individual must be able to perform each essential duty independently and satisfactorily. Have been an HBO I for at least one year and have been successfully performing with an average quality rating of 95% or higher consecutively for twelve months before applying for the position. Possess excellent verbal and written communication skills, Microsoft Word and Excel skills, critical thinking, problem-solving skills, adaptability, and flexibility. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education/Experience:High School Diploma or equivalent; minimum of 3 years of customer service experience and two years of Foreign Service Benefit Plan health-related customer service experience.Work Location:The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management's sole discretion.
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