Grievance Supervisor

Central California Alliance for Health

2d•Hybrid

About The Position

We have an opportunity to join the Alliance as a Grievance Supervisor in the Grievance Department. WHAT YOU'LL BE RESPONSIBLE FOR Reporting to the Grievance and Quality Manager, this position: Supervises Grievance Unit functions, acts as a subject matter expert, and provides guidance on Grievance unit activities Ensures compliance with regulations and requirements related to the resolution of grievance cases and participates in the fulfillment of regulatory requirements Supervises, mentors and trains assigned staff Participates in departmental and cross-departmental projects, programs, workgroups, committees, and operational improvement activities ABOUT THE TEAM Grievance work involves complex coordination, investigation and specific resolution(s) within regulatory timeframes. Areas of Grievance work include: Appeals: A member complaint involving an adverse benefit determination by an Alliance Utilization Management (UM) decision. Member Grievances (Complaints): An oral or written statement submitted by a member or a member's authorized representative expressing dissatisfaction with any aspect of the Alliance's health care plan. Expedited Appeals/ Grievances: A complaint or Appeal involving an imminent and serious threat to the health of the member, as determined by an Alliance Medical Director that includes, but is not limited to, severe pain, potential loss of life, limb or major bodily function. State Fair Hearings: The process whereby a member enrolled in Medi-Cal requests the Department of Social Services (DSS) and its Administrative Law Division to resolve Plan decisions that deny, modify or delay health care services or affect Medi-Cal benefits. Inquiries: A question or request for information or assistance by a member that does not reflect the member's dissatisfaction with any aspect of the Alliance's health care plan. Complex Member Billing Issues or Member Reimbursements: When an Alliance member receives a bill from a medical provider for covered services or paid out of pocket for covered Medi-Cal services. Interdepartmental Collaboration: Grievance collaborates with each department within the Alliance to complete investigations for Grievance cases. Cases are routed to Subject Matter Experts (SMEs) in other departments to support the investigation and resolution. Grievance relies on SMEs to clearly document within the Grievance System: the steps of their investigation, the determination of each case and whether the Alliance's initial determination of an action was upheld or overturned. This thorough and neutral review ensures the proposed resolution, outlined in the letter, meets contractual and regulatory requirements. Oversight of the Grievance Process: The Chief Executive Officer is the Plan Officer responsible for oversight of the grievance process. Grievance cases and trends are shared and discussed during monthly Staff Grievance Review Committee (SGRC) meetings. SGRC members include SMEs, managers and directors from various Alliance departments. Grievance volume and trends are also reported on a quarterly basis to the Quality Improvement and Health Equity Workgroup (QIHEW), Quality Improvement and Health Equity Committee (QIHEC), and as needed to the Compliance Committee.

Requirements

Knowledge of: The principles and practices of healthcare coverage and benefit structures, the principles of coordination of benefits, and medical billing
Medi-Cal program and related regulations
Title 22 and Title 28 utilization management and grievance regulations
Principles and practices of customer service
Principles and practices of managed health care
Ability to: Act as technical resource and explain regulations, processes, and programs related to area of responsibility
Learn, interpret, and apply Medicare D-SNP regulations and act as a subject matter expert on D-SNP within the Grievance Unit, as assigned
Supervise, train and evaluate the work of staff
Motivate staff and promote an atmosphere of teamwork and cooperation
Plan, organize and prioritize tasks and work schedules, manage projects, and adhere to timelines
Identify issues, conduct research, gather and analyze information, reach logical and sound conclusions, and make recommendations for action
Education and Experience: Bachelor’s degree in Social Sciences, Health, Business or a related field
Four years of experience in a managed health care environment performing work related to billing, claims payment, coding or a closely related function, including some lead or supervisory experience (a Master’s degree may substitute for two years of the required experience); or an equivalent combination of education and experience may be qualifying

Responsibilities

Supervises Grievance Unit functions, acts as a subject matter expert, and provides guidance on Grievance unit activities
Ensures compliance with regulations and requirements related to the resolution of grievance cases and participates in the fulfillment of regulatory requirements
Supervises, mentors and trains assigned staff
Participates in departmental and cross-departmental projects, programs, workgroups, committees, and operational improvement activities