Grievance and Appeals Coordinator

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />Learn more about your options as an external candidate. <a href="" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.

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Competitive Total Compensation Package

Overview: Process appeals and grievances, analyze, research, and provide comprehensive responses in accordance with established regulatory and accreditation guidelines. Contact customers to gather information and communicate disposition of case. Conduct pertinent research in order to evaluate, respond to, and finalize case. Familiar with standard concepts, practices, and procedures for analyzing, interpreting data and applying contract and regulatory provisions.
Responsibilities: <ul> <li>Analyze, research, resolve and respond to confidential/sensitive complaints, appeals, grievances and organization determinations from members, member&rsquo;s representatives, providers, media outlets, senior leadership and regulatory agencies with established regulatory and accreditation guidelines.</li> <li>Make appeals complaints and grievance decisions and communicate decision to the claimant within regulatory and accreditation guidelines for timeliness, adhering to the strictest of timeframes for urgent and non-urgent requests, as imposed by the various federal and state laws.</li> <li>Provide comprehensive appeals and grievances responses that support the decision and comply with regulatory and accreditation guidelines, and support the appeal decision by referencing specific and applicable language from the plan documents, certificates, riders, and summary plan descriptions, or the internal rules, guidelines and protocols, as appropriate.</li> <li>Analyze, research, resolve and respond to high level inquiries, referrals, complaints, and appeals received from various regulatory agencies and other sources.</li> <li>Maintain thorough knowledge of internal policies, procedures, regulations, charters for accurate resolution of appeals, complaints and grievances, including existing laws and regulations and new ones.</li> <li>Identify business problems and initiate corrective measures; direct servicing issues to appropriate areas for corrective action.</li> <li>Develop/prepare reports regarding the types/volumes/causes of inquiries received.</li> <li>Develop and enhance workflows and business processes to improve customer service, decrease operational costs, resolve business issues, and improve overall efficiency.</li> <li>Remain up-to-date in the use of internal systems as well as vendor systems.</li> <li>Perform other duties as requested.</li> </ul>
Requirements: <ul> <li><span style="font-size: small;">High School Diploma or GED required. Bachelor's Degree in English, Communications or related field preferred.</span></li> <li><span style="font-size: small;">Two (2) years customer service experience required.</span></li> <li><span style="font-size: small;">Two (2) years health insurance experience and familiarity with health insurance state and federal regulations preferred.</span></li> <li><span style="font-size: small;">Strong project management skills preferred.</span></li> <li><span style="font-size: small;">Strong analytical, critical thinking, organizational, time management and problem resolution skills.</span></li> <li><span style="font-size: small;">Excellent verbal and written communication skills.</span></li> <li><span style="font-size: small;">Strong PC applications (i.e. Microsoft Excel, Word, and Outlook).</span></li> <li><span style="font-size: small;">Knowledge of Blue Cross systems and operations preferred.</span></li> <li><span style="font-size: small;">High regard for protecting confidentiality of corporate information.</span></li> <li><span style="font-size: small;">Proven ability to foster and maintain open, collaborative and constructive relationships within internal, external and leadership to achieve departmental and corporate results.</span></li> <li><span style="font-size: small;">Ability to apply policies and procedures to arrive at accurate conclusions.</span></li> <li><span style="font-size: small;">Ability to analyze, interpret, apply reason and logic, conduct research structure a clear and thorough response.</span></li> <li><span style="font-size: small;">Ability to quickly learn and navigate diverse products and information systems.</span></li> <li><span style="font-size: small;">Other related skills and/or abilities may be required to perform this job.</span></li> </ul> <p><strong><span style="font-size: small;">BCN MAPPO Pharmacy (refer to above requirements)</span></strong></p> <p><strong><span style="font-size: small;">Blue Care Network Customer Service/Special Inquiries</span></strong></p> <ol> <li><span style="font-size: small;">Represent Blue Care Network in writing and at formal hearings conducted by the Regulatory/Accrediting Agencies.</span></li> <li><span style="font-size: small;">Working knowledge of ACD telephone system and call center, preferred.</span></li> <li><span style="font-size: small;">Knowledge of imaging technology, preferred.</span></li> <li><span style="font-size: small;">Knowledge of OFIS, NCQA and MTM guideline and requirements, preferred.</span></li> <li><span style="font-size: small;">Extensive knowledge of HMO/Health insurance terminology, preferred</span></li> </ol> <p><strong><span style="font-size: small;">Executive Services</span></strong></p> <ol> <li><span style="font-size: small;">Coordinate, facilitate, and conduct managerial-level conferences with customers and their authorized representatives, adhering to the regulations.</span></li> <li><span style="font-size: small;">Coordinate external reviews with regulating agencies and contracted entities.</span></li> <li><span style="font-size: small;">Support OGC in preparing cases for litigation and appear in court as an expert witness, as requested/necessary.</span></li> <li><span style="font-size: small;">Accountable for regulatory and accreditation compliance.</span></li> <li><span style="font-size: small;">Full understanding of relationships with group's customers, as they relate to the handling/coordination of appeals.</span></li> </ol> <p><strong><span style="font-size: small;">Medicare Advantage</span></strong></p> <ol> <li><span style="font-size: small;">Accountable for CMS Chapter 13, CMS Audit Compliance and Star Quality Measures: a.Member rights, b.Timely decisions about appeals, c.Fairness of the health plan's appeal decisions based on an independent reviewer</span></li> <li><span style="font-size: small;">Data entry accuracy is required.</span></li> <li><span style="font-size: small;">Full understanding of Medicare Advantage servicing environment, internal servicing partners and overall service center structure to include call center/servicing/escalations.</span></li> </ol> <p><em>All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.</em></p>