Operations

• Manage efforts to implement and revise correspondence
• Completion of the client requirement document (CRD) to accurately reflect contract and regulatory requirements
• Presentation of the CRD content to the client
• Coordinate revisions necessary to final completion and client approval
• Identify the templates required for implementation
• Draft a template document, as necessary
• Ensure template content meets requirements based on client contract, regulations, NCQA and/or URAC
• Perform gap analysis for correspondence requirements and system functionality
• Coordinate template implementation and revisions with the client, client services, operations, the correspondence technical team and the Operations Correspondence Senior Manager
• Define the rules necessary to accurately populate variable information within the template
• Mock up samples of the templates and submit to the correspondence technical team to draft production samples
• Review production samples provided to ensure accuracy
• Coordinate production of the template with the correspondence technical team after approval has been received
• Create and maintain a letter library and tracking mechanism for all current and historical templates for each client
• Audit production samples of the letter files once the template is put into production
• Assist the Operations Correspondence Senior Manager to determine root cause for all findings identified in an external audit, relating to correspondence

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