Mail Room Associate- Onsite

Job Title

Produces high-quality print document output and ensures corporate & customer print requirements and deadlines are accurately met. Ensures the timely and accurate assembly, delivery and distribution of mail, packages, parcels to both internal and external customers. Operates industry appropriate equipment efficiently. Works with management, internal customers, support operations staff and service technicians to ensure accurate, efficient and cost-effective print production and fulfillment of customer and corporate communications.

Qualifications

Required Work Experience

• 1 year of experience in an Office setting
• 1 year of experience using Excel

Required Education

• High-School Diploma or GED in general field of study

Required Licenses

• Valid Arizona driver license with acceptable driving record, or ability to obtain Arizona driver license within 30 days of hire

Required Certifications

• N/A

Preferred Work Experience

• 3 years of experience in an Office setting
• 3 years of experience in a relevant field in healthcare
• 3 years of experience in operating automated insertion equipment
• Intermediate Excel skill

Preferred Education

• Associate's Degree in general field of study

Preferred Licenses

• N/A

Preferred Certifications

• N/A

Essential Job Functions and Responsibilities

LEVEL I (Grade 9)

• Maintain workflow and prepare all incoming paper claims submissions for scanning to claims processing system
• Scan all sorted claim mail batches, verify accuracy
• Scan all sorted grievances, appeals, disputes, verify accuracy
• Organize and maintain claims/record files
• Sort incoming mail and faxes
• Deliver mail throughout building, ensure remote staff has appropriate mail retrieval
• Send/receive packages and mail via FedEx, UPS, DHL, USPS
• Prepare all member and provider mail outs, routine and ad hoc
• Prepare presentations as requested, inclusive of collating, binding
• Facilitate retrieval of all requested claims/records from in-house and outside storage
• Escort vendors and repair/maintenance throughout building
• Deliver office supplies to appropriate staff
• Manage internal stakeholder shared email inbox
• Learn and utilize software and equipment (Flex stream)
• Allocate job costs to responsible department

LEVEL 2 (Grade 10)

• Obtain mastery in all workflows identified in Level 1 and support in the day-to-day operation of mail and print activities.
• Full use and knowledge of all research tools (Processing Manuals, SharePoint, Meeting Minutes, Department Memos, and Training Material).
• Be a positive influence on the team culture
• Actively participate in Team meetings, vocalizing opportunities for process improvement and team knowledge share.
• Periodically lead Team meetings
• Efficiently operate and maintain all required software and equipment
• Identify substandard performance by machines
• Communicate with maintenance vendors and system support engineers as appropriate
• Maintain an appropriate "pace" to work.
• Actively seeks out opportunities to help others when workloads become imbalanced.

LEVEL 3 (Grade 11)

• Train new personnel on: equipment operation, maintenance, troubleshooting, quality control standards and methods.
• Identify and document equipment and software problems, opening service calls for technical assistance from equipment vendors and assisting the service technician with troubleshooting problems either over the phone or when the service technician arrives onsite
• Troubleshoot any issues with requestor to achieve ultimate efficiency and desired output
• Research & provide documentation of all inquiries to the internal stakeholder inbox. Including status and steps taken for a warm transfer to the next responsible party.
• Communicate with maintenance vendors and system support engineers as appropriate
• Obtain proficiency in Microsoft Office
• Work independently, demonstrating resilience in overcoming obstacles and barriers

LEVEL 4 (Grade 12)

• Order supplies from vendors as appropriate
• Develop and maintain relationships with internal customers, colleagues and supply vendors for optimum business partnering results
• Prioritize work to manage multiple priorities during peak times
• Leadership role with stakeholders and customers
• Advanced skill with operating and maintenance of equipment
• Track and Order specific supplies for daily operation of equipment
• Actively seeks out special projects for Leadership experience
• Cross-train and achieve proficiency (meeting the production and quality standard requirements) in a different area within Reimbursement Services

LEVEL 5 (Grade 13) Lead/Senior

• Subject Matter Expert for assigned areas, first level of questions and troubleshooting
• Monitor daily work for SLA execution
• Provides routine feedback to staff regarding operational protocol
• Scheduling & Monitoring of priority work
• QC and Auditing of daily work
• Primary responsibility for EOD Vendor pick up and reconciliation of mailings
• Responsible for performing and auditing fulfillment activities
• Monthly Chargeback data by cost center for permit and postage mail
• Back Up Manager and all Staff as needed
• Provide objective and operational feedback of staff performance to Manager
• Perform Operational work as required
• Receiving Department Invoices into Oracle, creating Purchase Orders in Oracle

ALL LEVELS

• Adhere to departmental operating procedures, safety and security procedures, and quality guidelines
• Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms and manuals
• The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
• This position requires flexibility of schedules to meet customer demands and during times of peak activity
• Perform all other duties as assigned.

Competencies

Required Job Skills

• Intermediate skill in in use of office equipment, including copiers and telephones
• Basic knowledge of personal computers and publishing software
• Basic math skills sufficient to perform tasks related to packaging/mailing and inventory control
• Intermediate mechanical skills sufficient to maintain and troubleshoot departmental equipment
• Able to frequently lift items weighing 50 lbs or more and move objects weighing 150 lbs or more using appropriate tools or equipment
• Able to work in a high noise environment.
• Able to sit and/or stand for long periods of time.
• Intermediate skill in spreadsheets, as used in mail customization (applies to level 3)
• Knowledge of industry standards and practices
• Display appropriate manual dexterity for assigned tasks
• Ability to use equipment such as floor jacks to move inventory and equipment.

Required Professional Competencies

• Maintain confidentiality and privacy
• Organize a large and diverse workload under limited time constraints and meet required deadlines
• Adhere to safety measures to prevent injury and attain safely goals and metrics
• Possess verbal and written communication skills
• Navigate, gather, input and maintain data records in multiple system applications
• Follow and accept instruction and direction

Blue Cross Blue Shield of Arizona