Appeals & Grievances Coordinator-1

Point32Health • Canton, MA

1d • $21 - $31

About The Position

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health. The Appeals and Grievance (A&G) Coordinator is responsible, per State and Federal regulations, for assisting with all operational aspects of the Appeals and Grievances assignment process for Point32Health. Responsibilities include, but are not limited to: processing daily mail received by the AG department, handling outgoing mail for the AG department, distribution and classification of cases in compliance with applicable timeframes and regulations, gathering information on behalf of the AG Analyst with external vendors, coordinating the request for medical records, tracking effectuations, facilitating delivery of appeals and related information to key departments and appeals committee members; analyzing and reporting data regarding department processes as requested from management; note trends in Appeals and Grievances and notify supervisors of their findings. The coordinator must possess a broad understanding of all Point32Health lines of business and benefit structures as well as have an understanding of regulatory requirements and timeframes. Essential functions will occur simultaneously; therefore, the employee must be able to appropriately handle each of these functions, prioritize them, and seek assistance when necessary. These essential functions need to be performed on a consistent and regular basis, using good judgment. The employee must be able to learn and apply Point32Health’s policies and complex and frequently changing regulatory requirements consistently and the judgment to seek guidance as needed.

Requirements

• Excellent organizational skills required.
• Excellent interpersonal/communication skills are essential.
• Must have computer skills with experience in EXCEL, and WORD.
• Must have knowledge and demonstrated ability in the use of Windows applications and other comparable systems/applications.
• Knowledge of basic medical terminology.
• Individual must be able to appropriately identify urgent situations and follow the appropriate protocol.
• Position also requires the ability to manage multiple priorities as well as having the initiative, judgment, and perception to operate within a fast paced, high stress environment.
• Individual must possess strong organizational, logical reasoning, analytical, and problem-solving skills as well as the attention to detail necessary to act within this complex environment.
• Individual must also be able to work independently but be able to identify when they should ask for help.
• The individual should be flexible to respond to changing needs in the Department.
• Must be able to work well independently and as a team member.
• Must be able to work closely with other department staff and must have work coverage plan in place in preparation for scheduled and unscheduled absences, due to importance of position to department’s compliance with various processes.
• Requires excellent interpersonal skills and an ability to recognize and understand sensitive customer-oriented issues.
• Position also requires daily contact, by telephone, with members, providers, and internal departments.
• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.
• May require occasional weekend hours or evening hours as the needs of the various lines of business dictate.
• Associate’s Degree or equivalent experience in health care, conflict resolution or related field
• 1-2 years of member services representative/customer service experience in health care

Nice To Haves

• 1-2 years’ Appeals and Grievance experience in assigning and handling appeals and grievances

Responsibilities

• Assign new verbal and written appeals and grievances to Appeals and Grievances Analyst.
• Support A&G Analyst in timely completion of Appeals and Grievances.
• Adheres to all regulatory, internal and compliance timeliness expectations.
• Responsible for distribution of incoming mail as well as department manual mail processing.
• Other duties and projects as assigned.

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees