Complaint Resolution Specialist

7 days ago


Orange, California, United States The Midtown Group Full time

Job Title: Complaint Resolution Specialist

Job Description:

The Midtown Group is seeking a highly motivated and experienced Complaint Resolution Specialist to join our team. This role will be responsible for assisting with specialized services relevant to the Grievance and Appeals Resolution Services (GARS) department.

About the Job:

This is a challenging opportunity for a skilled professional who can work independently, exercising discretion and judgment, to assist in coordinating functions for the program assigned. The incumbent will be responsible for monitoring the GARS member and provider mailbox, fax, mail, and processing appeals and grievances for assignment to key staff within the required timeframe.

Key Responsibilities:

  • Participate in a mission-driven culture of high-quality performance, with a focus on customer service, consistency, dignity, and accountability.
  • Assist the team in carrying out department responsibilities and collaborate with others to support short- and long-term goals/priorities for the department.
  • Serve as the point of contact within or outside for inquiries related to grievances and appeals.
  • Monitor incoming complaints via the Customer Service system routing, interdepartmental referral, mail, telephone, fax, or via email from the website for members and providers.
  • Respond to Department of Managed Health Care (DMHC) requests for information in a timely manner.
  • Set up complaint case files, enter cases in the GARS system with accurate classification and category types, and assign them to appropriate staff.

Administrative Support:

  • Work with internal and external departments and providers in gathering supporting information relevant to the case.
  • Generate acknowledgment letters for all lines of business per department and regulatory standards.
  • Assist in the development of departmental forms and intake processes.
  • Coordinate administrative support for state hearings, serve as a contact with DSS for incoming cases, enter cases in the GARS system, create electronic files, and route scanned documents to designated staff and fax required state hearing documentation to the local hearing office as necessary.

Other Responsibilities:

  • Complete other projects and duties as assigned.

Requirements:

  • High School diploma or equivalent required PLUS 1 year of experience in appeal and grievance guidelines or Medi-Cal/Medicaid or Medicare programs required.
  • An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position may also be qualifying.

Preferred Qualifications:

  • Bilingual in English and one of the defined threshold languages (Arabic, Chinese, Farsi, Korean, Spanish, Vietnamese).

Salary and Benefits:

Estimated salary: $23.92 - $33.48 per hour. Benefits include a competitive compensation package, opportunities for professional growth and development, and a dynamic work environment.

About The Midtown Group:

The Midtown Group is a leading healthcare organization dedicated to providing exceptional patient care and service. We are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion.

Contact Information:

Please submit your application through our website. We look forward to hearing from you



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