Careers at CAP

The Membership Services Coordinator performs customer service functions to service external and internal customers via telephone and electronic means including, but not limited to, email and Microsoft Teams application, in addition to administrative and technical support to Membership Services Account Managers, Assistant Vice Presidents, Assistant Manager, TRIAGE Supervisor, and Vice President. 

Essential Duties and Responsibilities: 

Provide service to MPT members and groups: 

• Maximize availability to take calls from Members and answer questions within level of knowledgebase and authority 
• Provide customer service support to members, their support staff, or management teams who call for service or submit service requests by email or US Mail. 
• Timely respond to billing, assessment, and other financial inquiries 
• Timely triage risk management and patient safety hotline calls per appropriate guidelines; follow prepared scripts to respond to requests for basic information, documents, and questions; enter information into Risk Management system as appropriate. 
• Timely triage claims reporting per appropriate procedures, input information into the CAP system, and forward information to the appropriate Claims Manager for follow-up. 
• Timely review and evaluate Coverage Update Forms (CUF) with emphasize on material changes reported by members.  
• As needed, handle overflow calls from other departments. 
• Provide technical support for Members Only, CAP Privileges Online and other www.CAPphysicians.com online systems. 
• Exercise reasonable judgment for the appropriate transfer of phone calls above a predetermined level of authority. 
• Timely process special applications, status changes including termination, retirement, disability, part-time, early cessation, non-private practice, coverage limits change, death, etc. 
• Timely process Employee and Other Related Persons Applications for review and approval by Account Managers. 
• Timely process and approve Locum Tenens requests within authority level. 
• Timely update special conditions and/or waivers in the CAP System. 
• Timely update member records in the CAP System in accordance with policies and procedures. 
• Continuously, through the workday, monitor OnBase workflow queues and inbox, emails, physical inboxes (for US Mail), Microsoft Teams postings and conversations. 

Miscellaneous: 

• Provide support to VP of Membership Services for projects as needed. 
• Employee education and awareness is an important element in the company’s cybersecurity program. Accordingly, the Membership Services Coordinator is responsible for being cautious and vigilant when opening emails, attachments, links, etc. on CAP’s computer equipment or when accessing the company system remotely. It is also the Membership Coordinator’s responsibility to complete cybersecurity training modules that are periodically distributed by CAP’s IT department. 
• Perform other duties as assigned. 

Education and/or Experience:   

• High School diploma or GED 
• College degree preferred 
• Two years customer service experience in the insurance industry, healthcare field, or equivalent combination of education and experience 

Other Skills and Abilities:

• Excellent communication and organizational skills (oral and written) 
• Excellent telephone skills 
• Ability to handle multiple tasks simultaneously 
• Proficient in Microsoft Word, Excel, Outlook, and Teams. 
• Ability to work both independently and as a team 

Salary Range: $38,200 – $55,000

Performs telephone customer service, off-site client visits, technical and administrative duties to provide services to and retain existing groups and members and in support of Membership Development and Finders for new members.

Essential Duties and Responsibilities:

Provide service to MPT members and groups to include:

• Explain coverage, exclusions, financial obligations, and other issues to Members.
• Process special applications for coverage and status change requests.
• Follow through with processing of status changes including termination, retirement, disability, out-of-state, part-time, early cessation, non-private practice, coverage limits change, death, etc.
• Underwriting and approval of Employee Applications and Other Related Physician (ORP) Applications.
• Approval of Locum Tenens Requests.
• Input special conditions or waivers.
• Respond to member inquiries and concerns in writing or on the phone.
• Audit and update member records in accordance with policies and procedures.
• Update group and member records as necessary.
• Provide financial and claims data and supporting information to administrators and office managers.
• Identify new business opportunities for CAPAssurance, Membership Development, and the CAP Agency
• Recommend additional coverage programs, CAP Benefits or the improvement of existing programs.
• Visit and provide CAP Stewardship Report presentations to predetermined list of Target Groups annually.
• Work with Finders and Brokers in the servicing of group business.
• Manage CAP Service Teams to coordinate service and retention of groups interdepartmentally.
• Monitor trends in the medical professional liability marketplace, medical professional underwriting and in the healthcare industry.

Miscellaneous

• Delegate work to and assist in the training and direction of Membership Services Coordinators (Triage).
• Recommend refinements or new programs for the CAPRICA computer system.
• Perform other duties as assigned.

Education and/or Experience: 

• Bachelor’s degree
• Two years underwriting, customer relationship management, or service experience in physician medical malpractice liability coverage

Other Skills and Abilities: 

• Knowledge of medical terminology
• Excellent research skills
• Excellent written and oral communication skills
• Excellent organization and follow-up skills, with attention to detail
• Excellent telephone and computer skills
• Proficient in Microsoft Word, Excel and Outlook
• Ability to work from a remote location and to conduct business and meet by virtual environment (Microsoft Teams, Zoom, GoToMeeting, etc.)
• Ability to travel
• California Driver’s License and adequate insurance

Salary Range: $53,100 – $76,500

Support Human Resources Department providing payroll, benefits, and various HR and administrative duties.

Essential Duties and Responsibilities:

• Update the HRIS implementing employment changes and preparing all Action Forms for such changes; assist in payroll data entry
• Reconcile monthly benefit bills; process benefits reimbursement expense reports and prepare reports of expenses; process vendor invoices for payment
• Assist in organizing employee activities; quarterly staff meetings, support staff breakfast and year-end celebration
• Assemble orientation packets
• Assist with GL/Payroll Suspense monthly reconciliation for Finance
• Generate anniversary letters and e-mail announcement each month; order anniversary bouquets
• Generate semi-monthly payroll e-mails each month
• Generate and distribute award letters
• Provide executive department with monthly birthday lists
• Prepare quarterly Multiple Worksite reports
• Assist in the coordination of wellness program activities, rewards, communications
• Assist VP of Human Resources & Operations with special projects (tracking, training, etc.)
• Assist in open enrollment functions and serve as back-up to VP of HR responding to benefits questions
• Assist with COBRA notifications and track payments
• Assist in tracking of position descriptions updates
• File and scan confidential documents including department mail
• Generate MRBP claims and forecasts for processing
• Manage HR gift card inventory and distribution
• Serve on the Safety Committee
• Employee education and awareness is an important element in the company’s cybersecurity program. Accordingly, the HR Generalist is responsible for being cautious and vigilant when opening emails, attachments, links, etc. on CAP’s computer equipment or when accessing the company system remotely. It is also the HR Generalist’s responsibility to complete cybersecurity training modules that are periodically distributed by CAP’s IT department.
• Perform other duties as assigned

Education and/or Experience: 

• HS Diploma, bachelor’s degree preferred
• 3 years office experience
• 3 years payroll and HR experience
• Previous experience working with payroll/HRIS payroll software preferred

Other Skills and Abilities: 

• Ability to maintain confidentiality
• Ability to manage multiple priorities/deadlines under minimal supervision
• Good interpersonal skills 
• Ability to deal with all levels of management and staff
• Good written/verbal communication and organizational skills
• PC proficient including MS Outlook, Word, and Excel
• Ability to operate pertinent office equipment related to position

Salary Range: $60,200 – $80,000

Provide service to MPT members and groups and, if assigned, CAPAssurance Insureds and brokers.

Essential Duties and Responsibilities:

• Retention of members and groups.
• Conduct face-to-face or virtual stewardship meetings with Members and/or their management staff.
• Conduct joint stewardship meetings with key departments such as The CAP Physicians Insurance Agency, Risk Management, Human Resources, and Underwriting.
• Provide and explain financial and claims data and supporting information to members, groups, administrators, and office managers.
• Manage special projects including, but not limited to, the residents’ program or manage and service high-value MPT accounts.
• Manage CAPAssurance accounts.
• Participate in committees developed for the enhancement and competitive edge for the company.
• Contribute ideas and suggestions that make the company more efficient
• Explain membership and entity coverage, exclusions, and financial obligations.
• Review and approve or decline special applications for coverage or status change requests, such as, termination of membership, disability, out-of-state, coverage limits change, and cosmetic procedures.
• Underwrite and approve or decline coverage requests for certain employees, Other Related Physicians (ORP), and locum tenens.
• Maintain and update members’ Special Conditions as necessary.
• Timely respond to member inquiries.
• Timely update of member or group CAP System records.
• Timely review and evaluate Coverage Update Forms (CUF) with emphasize on material changes reported by members.
• Continuously monitor OnBase workflow queues and inbox, emails, physical inboxes (for US Mail), Microsoft Teams postings and conversations, throughout the workday.
• Identify new business opportunities for CAPAssurance.
• Promote and recommend additional coverage programs, CAP Benefits or the improvement of existing programs.
• Use Salesforce customer relationship management system to manage new membership prospect inquiries from group administrators/office managers or physicians joining existing CAP practices.
• Manage CAP Service Teams to coordinate service and retention of groups.
• Monitor trends in the medical professional liability marketplace, medical professional underwriting and in the healthcare industry.

Miscellaneous

• Delegate work to and assist in the training and direction of Membership Services Coordinators (Triage).
• Recommend refinements or new programs for the CAP computer system.
• Employee education and awareness is an important element in the company’s cybersecurity program. Accordingly, the AVP of Membership Services is responsible for being cautious and vigilant when opening emails, attachments, links, etc. on CAP’s computer equipment or when accessing the company system remotely. It is also the AVP of Membership Services’ responsibility to complete cybersecurity training modules that are periodically distributed by CAP’s IT department.
• Perform other duties as assigned.

Education and/or Experience:

• Bachelor’s degree
• Five years underwriting, customer relationship management, or service experience in physician medical malpractice liability coverage
• Active agent/broker California Property and Casualty insurance license.

Other Skills and Abilities:

• Knowledge of basic medical terminology
• Excellent written and oral communication skills
• Excellent organization and follow-up skills, with attention to detail
• Excellent telephone and computer skills
• Proficient in Microsoft Word, Excel, Outlook, and Teams.
• Ability to travel
• California Driver’s License and adequate insurance

Salary Range: $90,000 – $120,000

Runs and maintains the billing for member physicians and group, prepare journal entries, reconcile cashbook to bank reports and monitor the daily accounts receivable operations to make sure it is running efficiently. 

Essential Duties and Responsibilities

• Set up accounts for new members and interacts with various departments (Underwriting, Membership Services, Legal, IT, Agency) and other Finance personnel to resolve issues. 
• Maintain schedule of dues and assessments, ITD’s, copays and suspense items.  Process adjustments as necessary and work with Membership Services department to resolve issues affecting charges and payments.  Upload requests in Onbase for any refunds resulting from adjustments. 
• Provide customer service to members and groups. 
• Reconciles and post daily credit card, ACH and lockbox payments. 
• Oversee and assist in the maintenance of the Ebill program.  
• Coordinate the processing of called-in, mailed-in or faxed credit card and ach payments. 
• Create monthly invoices and coordinate the mailing of paper bills and notice of termination. 
• Prepare monthly reconciliation and rollforward schedules of dues, assessments and ITD accounts, and various suspense accounts, credit card payments, and fees. 
• Assist in the preparation of daily and monthly cash reports for distribution to CFO and Financial Analyst. 
• Review the pre-termination, termination, and non-reinstatement reports making necessary comments prior to distribution to Membership Services and prior to mailing out all necessary letters. Track payments of terminated accounts and send out reinstatement letter when required. 
• Coordinate the deletion of non-reinstated accounts and ITD refunds with Membership Services before month end processing. 
• Weekly update of the ITD refund dates to members records and the posting of adjustments for payments issued to members due to terminations, overpayments, changes, etc. 
• Run the month end billing program for employee, entity, and ORP coverage for addition to the database before month end processing and statement printing. 
• Establish and maintain files for co-payments and submitting the information to Financial Analyst on a quarterly basis. 
• Coordinate with Risk Management and Peer Review on addition of surcharges and copayments to a member’s record and reassessment of a member’s record for the addition or removal of a surcharge. 
• Act as primary liaison with MIS on matters concerning the company’s accounts receivable, billing system, testing new programs prior to rollout, and printer maintenance. 
• Monitor and order statement paper, toners, stationeries and other supplies used for monthly and annual statement printing. 
• Provide training to Accounts Receivable Clerk and other designated Finance staff on A/R matters. 
• Coordinate daily routine A/R processes and mail sorting. 
• Employee education and awareness is an important element in the company’s cybersecurity program. Accordingly, as Finance Coordinator, you are responsible for being cautious and vigilant when opening emails, attachments, links, etc. on CAP’s computer equipment or when accessing the company system remotely. It is also the Finance Coordinator’s responsibility to complete cybersecurity training modules that are periodically distributed by CAP’s IT department. 
• Act as back up for A/R clerk on key daily tasks. 
• Perform other duties as assigned. 

Education and/or Experience:

• Bachelor’s degree with concentration in accounting preferred 
• Seven years’ accounting or bookkeeping experience 
• Familiarity with computerized G/L package preferred 

Other Skills and Abilities:

• Proficient with personal computers, Excel, and accounting software packages 
• 10-key by touch 
• Attention to detail and ability to multi-task 
• Good oral and written communication skills 
• Time/workload management skills 
• Be flexible and be able to work overtime as needed to complete the work 
• Will need to be onsite for monthly billing process and annual statement printing 

Salary range: $69,600 – $100,224 

Forward cover letter and resume to HR@CAPphysicians.com 

Manages and participates in sales and sales activities for assigned product(s) or book(s) of business. Assists management in identifying and implementing best practices for insurance sales, marketing, and client services. Performs administrative functions to support the general business unit’s overall requirements and goals. 

Essential Duties and Responsibilities:

• Provide customer service by assisting the Sr. Account Executive and Account Executive in the initial processing of new and existing business including follow up calls, member invoicing, routing emails, and answering phone calls. 
• Handle policyholder service requests, e.g., billing, coverage, claims, cancellations, policy changes, change of address, and related service issues as appropriate. 
• Assist Sr. Account Executive and Account Executive in the sales process for designated personal lines and commercial lines products. 
• Enter and maintain up-to-date client and policy information using the agency management system. Support other agency management system upgrades, protocols, training, and implementation. 
• Coordinate correspondence and follow-up for pending individual personal lines and commercial lines products. 
• Support all marketing campaigns acting as initial contact person to facilitate customer requests. 
• Continually conduct cross selling activities and establish other product line expiration dates. Set up appropriate diaries in the agency management system. 
• Solicit feedback from customers regarding satisfaction with agency products and services. 
• Provide backup to Operations Specialist as needed. 
• Employee education and awareness is an important element in the company’s cybersecurity program. Accordingly, the Account Coordinator II is responsible for being cautious and vigilant when opening emails, attachments, links, etc. on CAP’s computer equipment or when accessing the company system remotely. It is also the Account Coordinator’s responsibility to complete cybersecurity training modules that are periodically distributed by CAP’s IT department. 
• Perform other responsibilities as assigned. 

Education and/or Experience:

• Bachelor’s degree required 
• Life, Accident and Health or Property & Casualty License required with current CE credits 
• Three years professional experience with insurance agency or insurance carrier 

Other Skills and Abilities:

• Solid understanding of small business insurance coverage and features 
• Excellent computer skills (MS Word, Excel, Agency Management) 
• Detail oriented, excellent grammar and organization and communication skills 
• Ability to work well under pressure and to manage multiple tasks simultaneously 
• Strong time management and organization abilities 

License Requirements:

• Life/Health License with current CE credits 

SALARY RANGE: $46,000 – $66,000/year 

Forward cover letter and resume to HR@CAPphysicians.com