What are the responsibilities and job description for the Grievance Coordinator (Monday - Friday) position at PacificSource Health Plans?
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PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.
Coordinate the internal appeals and grievances process by supporting entry of requests in a meaningful and timely manner. Provide support as needed for the completion of appeals and grievances. Communicate information about appeals and grievances processes and outcomes to members and providers verbally and/or in writing. Support member and provider experience.
Qualified candidates must be acceptable to the following available work schedule:
- Monday - Friday 8:00am to 5:00pm
Essential Responsibilities:
- Oversee and coordinate all Grievance activities ensuring response deadlines are met in accordance with applicable best practice, state and federal guidelines.
- Review grievance documentation, correspondence, and medical records when applicable to ensure complete categorization and response of complaints.
- Correspond with members and providers to enhance their experience throughout the grievance process.
- Draft and provide acknowledgements by applicable method, to inquiries and grievances as required by regulations, PacificSource policy and department process standards.
- Ensure accurate and complete entry of case specific information into the Health Management Platform
- Prepare and provide response and resolution by applicable method to inquiries and grievances as required by regulations, PacificSource policy and department process standards.
Supporting Responsibilities:
- Assist the Appeals and Grievances Support team in the entry of new appeals and grievances into the system.
- Meet department and company performance and attendance expectations.
- Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
- Perform other duties as assigned.
SUCCESS PROFILE
Work Experience: Minimum of two years customer service, claims processing or health insurance industry experience required. 1 year of technical writing and conflict resolution experience preferred.
Education, Certificates, Licenses: High School Diploma required; Bachelor’s degree or equivalent experience preferred.
Knowledge: Requires strong research, analytical and data entry skills. Experience using Facets, OnBase, and other software packages used by PacificSource is strongly preferred. Must have basic math skills, the ability to work under strict deadlines, and excellent organizational skills.
Competencies
Adaptability
Building Customer Loyalty
Building Strategic Work Relationships
Building Trust
Continuous Improvement
Contributing to Team Success
Planning and Organizing
Work Standards
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.
Skills:
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork
Our Values
We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:
- We are committed to doing the right thing.
- We are one team working toward a common goal.
- We are each responsible for customer service.
- We practice open communication at all levels of the company to foster individual, team and company growth.
- We actively participate in efforts to improve our many communities-internally and externally.
- We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
- We encourage creativity, innovation, and the pursuit of excellence.
Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.
