About the position
Fallon Health's (FH) Appeals and Grievance process is an essential function to FH's compliance with CMS regulations, CMS 5 Stars, NCQA standards, other applicable regulatory requirements and member and provider expectations. The FH Appeals and Grievances Triage Administrator serves to administer the FH Appeals and Grievance process as outlined in the FH Member Handbook/Evidence of Coverage, departmental policies and procedures, and regulatory standards. The Triage Administrator is responsible for triaging and assigning all incoming appeals and grievances addressed to the Member Appeals & Grievances Department and Provider Appeals Department. This position will also provide administrative support to the departments. Serves as liaison between Fallon Health members and contracted providers regarding appeals and grievances.
Responsibilities
- Act as the initial investigator and contact person for grievances and appeals, which includes sending the appropriate acknowledgment of the grievance/appeal, educating the member and/or member representative about the grievance/appeal, gathering all pertinent and relevant information from the member regarding the grievance/appeal.
- Acts as the initial investigator for provider appeals related to filing limit, claim denials, claim payment, retrospective referrals, administrative inpatient days and other issues for which the provider is liable.
- Responsible for processing all incoming mail, as well as forwarding all initial claim submissions, claim adjustments, and other miscellaneous mail to appropriate departments.
- Managing incoming faxes, emails, voicemails and member/provider-specific data, routing to the appropriate staff member.
- Identifying the need for a Personal Representative Authorization form, Medical Record Release Authorization form, or Provider Payment Waiver form and request such documentation as necessary.
- Assigning case files to the department staff for appeal/grievance management.
- Providing administrative assistance in support of the Board of Hearings (BOH) process, including preparation of hearing packets, reviewing of materials, as well as tracking and monitoring hearing decisions.
- Ensure that all grievances/appeals are processed in adherence to state and federal regulations (i.e., CMS, MassHealth, OPP), contractual obligations, NCQA guidelines and FH policy.
- Processing of reports which produce all correspondence to providers related to appeal determinations and untimely requests, as well as sending those correspondence to providers.
- Filing of individual provider appeals files in accordance with department standards.
- Maintain provider appeal database and analyze data to assist provider appeal coordinators in the production of monthly reports forwarded to management.
- Print and mail letters at the FH corporate office located at 1 Mercantile Street, Worcester, MA several times per month or as needed, as designated through a rotational in-office calendar or at the direction of a supervisor or manager.
Requirements
- High school diploma.
- A minimum of 2 years of experience in the operational side of a managed care organization is preferred.
- Proficient with personal computer applications, including Microsoft Office.
- Knowledge of QNXT preferred.
- Excellent organizational and communication skills.
- Strong interpersonal and customer service skills.
- Must be detail-oriented.
- Knowledge of claims protocol, referral and authorization process, benefit coverage, and provider contracts preferred.
Nice-to-haves
- Experience with QNXT, Smart Data Solutions, Clarity, ClaimsXten, TruCare, Microsoft Office, Ring Central.
