Grievance & Appeals Case Analyst

Partnership HealthPlan of California•Fairfield, CA

67d

About The Position

Represents Partnership in the Grievance & Appeals Resolution process. Responsible for reviewing,investigating, and resolving assigned member grievance and appeal cases ranging from low tohigh complexity. Works to transform member dissatisfaction into member satisfaction. Overseesthe investigative process ensuring casework complies with DHCS guidelines, NCQA standards,and Partnership best practices. Works independently, provides leadership on each investigation,prioritizes case deliverables, remains customer-focused, and stays current on changes in thehealthcare system that may trigger member dissatisfaction.

Requirements

Bachelor’s degree or four (4) years of related work experience, preferably inGrievances & Appeals, health care customer service, case management orhealth plan operations.
Ability to solve problems, be a critical thinker and detail oriented.
Familiarwith managed care concepts, operations, policies and procedures, includingbut not limited to knowledge of grievance and appeal regulations.
Strongknowledge of Microsoft Word, Excel, and Outlook.
Excellent oral and written communication skills.
Ability to exercise discretionand independent judgment.
Must be able to handle multiple tasks and meetdeadlines.
Strong organizational skills with ability to prioritize work.
Must beable to work in a fast-paced environment, work well under pressure, andmaintain professional composure when interacting with all stakeholders,including members.

Nice To Haves

Bilingual skills inSpanish, Tagalog, or Russian preferred, but not required.

Responsibilities

Independently determines best resolution on assigned cases, incorporating clinical guidancefrom Partnership Medical Directors and Grievance & Appeal Nurse Specialists.
Investigates member-disputes of denied benefits/services, collects new evidence, reassessesfor coverage, executes final decisions, and communicates it to all stakeholders.
Investigates member-reported concerns about dissatisfactory experiences while seeking care.Identifies facts, surveys the health care system, corrects root causes, and communicatesoutcomes to all stakeholders.
Communicates with members throughout the investigation, offers customer-focusedsolutions, and practices exemplary customer service to all stakeholders. Frequent contactwith internal departments, providers, third party administrators, and/or regulators.
Manages assigned cases so they are completed within DHCS timeframes, according to G&ADesktop procedures, and/or as directed by management.
Documents all casework activity thoroughly, accurately, timely, and ethically.
Writes DHCS and NCQA compliant letters to members and providers.
Provides leadership to the grievance support team to complete sub-components of the investigation process.
Effective communicator in all modes of communication (e.g., written, verbal).
Knows all Partnership Medi-Cal benefits or has the ability to master understanding of all benefits.Maintains knowledge of Partnership Medi-Cal Handbook, Partnership Policy & Procedures, and DHCSguidelines affecting benefits.
Identifies systematic or recurring issues that create barriers to high quality healthcare andreports them to leadership.
May serve as backup to absent Grievance & Appeals Case Analyst(s).
Attends meetings as needed including but not limited to Case Conferences, Case ForumMeetings, Department Meetings, and Division Meetings.
Other duties as assigned.