Supervisor, Customer Solution Center Appeals and Grievances
1 week ago
Job Summary:
The Supervisor, Customer Solution Center Appeals and Grievances is responsible for leading and directing the work of the Appeals and Grievances department. This includes monitoring the research, negotiation, and resolution of all types of appeals and grievances to ensure thorough investigations are completed as outlined in company policies and procedures.
Key Responsibilities:
- Evaluate daily reports to ensure individual and team Key Performance Indicators (KPIs), SLAs, Performance Scorecards meet regulatory requirements.
- Provide direction to staff for complex/sensitive member and provider inquiries, concerns, complaints, appeals, and grievances.
- Build and maintain strong working relationships with internal departments involved in appeal and grievance resolution.
- Develop, maintain, and implement Policies and Procedures, workflows, Member correspondence, and training as needed.
- Supervise staff, including monitoring day-to-day activities, mentoring, training, and cross-training.
Requirements:
- Bachelor's Degree (or equivalent education and/or experience).
- At least 3-5 years in a healthcare setting in Grievances and Appeals, Compliance, Claims, or Call Center.
- At least 2-3 years lead/supervisory experience.
Preferred Qualifications:
- Previous experience in Managed Health, preferably in Customer Service, Appeals and Grievances, and/or Claims.
- Knowledge of regulatory and accreditation entities and their requirements.
About L.A. Care Health Plan:
L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation's largest publicly operated health plan, serving over 2 million members in five health plans.
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