Quality Assurance Specialist - Grievance and Appeals
Mason, OH
Contracted
Entry Level
Job Title: Quality Assurance Specialist - Grievance and Appeals
Position Type: Contract Role
Duration: 4 months contract
Location: Mason, OH (Hybrid-Remote)
Pay Range: $20.00/Hr. - $21.00/Hr
Job Description:
GENERAL FUNCTION:
- Responsible for leading the resolution of member or provider complaints and grievances relative to quality of care, access to care, and benefit determination.
MAJOR DUTIES AND RESPONSIBILITIES:
- Member and Provider Complaints/Grievances. Serves as a liaison between provider and member or member’s representative with regard to resolution of Member complaints.
- Conducts research and secures required information, including requesting member records, claims analysis, transaction/event documentation.
- Interact with other departments including Member Services, Claim, and Legal to resolve member and provider complaints and grievances.
- Logs, tracks, and processes complaints and grievances forwarded to the Quality Assurance. Department.
- Reports on KPI’s for department and, as required, for Client’s.
- Maintains all documentation associated with the processing and resolution of complaints and grievances to comply with regulatory and client standards.
- Maintain accurate, complete complaint/grievance records in the electronic database.
- Coordinates Complaint Sub Committee meetings include preparing the agenda, notifying participants, and maintaining minutes of the meeting.
- Meets established quality and productivity standards in all areas of complaints and grievances, including client performance guarantees and any federal and/or state regulations as they relate to complaints and grievances.
- Composes final letters that appropriately reflect the Complaint Sub Committee decision.
- Interacts with members and providers to ensure implementation of the Committee's decision.
- Offers appropriate next steps to all unsatisfied members and assists them with proper filing.
- Based on case analysis and historical resolution precedents, establishes and communicates recommended dispute resolution.
- Develops formal request and response letters and written summaries of cases including the facts of the case, resolution, and directions re.
- Provider education/actions.
- Acts as a member and provider telephone contact for complaint grievances.
- Handles escalated calls from provider and/or members in a professional and courteous manner.
- Constructively challenge existing processes and search for opportunities to improve processes.
- Special Exception Processing: Serve as a liaison between Provider Relations and clients claims department for handling all medically necessary claims (i.e. medically necessary contact lenses, low vision, medical).
- Compose letter to inform provider of approval/denial of medically necessary claim.
- Log, track and report on all medically necessary claims. Meets established productivity and quality standards.
- Proficient with both Word and Excel.
- Ability to work effectively on an individual basis or part of a team.
Desirable attributes:
- Direct Grievance and Appeals experience.
- Experience with Medicaid/Medicare member correspondence.
- Experience with managed vision care and/or insurance.
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