Appeals & Grievances Coordinator

GuideWell; Jacksonville (FL); Hybrid; USD 28,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability benefits

Retirement plan with employer match

Paid time off

Holidays and well-being days

Job summary

GuideWell is seeking an Appeals and Grievances Coordinator in Jacksonville, FL to resolve member appeals and grievances in compliance with regulatory timeframes. The role emphasizes SLA-driven prioritization, data gathering across multiple systems, and collaboration with providers and vendors to obtain medical records.

The position requires 3+ years in EM&B, Claims, or Medicare with strong interpersonal and analytical skills, plus familiarity with Siebel, Diamond, JIVA, and related tools.

Qualifications

• 3+ years related work experience in EM&B, Claims or Medicare

Responsibilities

• Review appeal and grievance cases from member, representative, physician, and non-participating providers in line with guidelines and timeframes
• Resolve complex standard or expedited grievances, appeals or disputes regarding reimbursement, medical necessity and benefits
• Prioritize case workload to meet timeframes and notifications
• Access systems such as MAAGC, JIVA, Diamond, Siebel, ProviderConnect, Client Letter, ERCMS RADMD, Magellan, and Blue 2 to gather data
• Document resolution with supporting details and attach relevant documents
• Coordinate with internal partners and gather data or medical records for clinical decisions and delegated vendors
• Ensure research is documented to render final determinations with notifications to appellants within timeframes
• Outreach to members, providers, and partners to complete resolution of appeals/grievances
• Escalate issues or calls to Manager as needed

Skills

Interpersonal skills

Analytical skills

Multitasking

Problem-solving

Medicare knowledge

Education

High school diploma or GED

Bachelor’s degree

Tools

Siebel

Diamond

JIVA

ProviderConnect

Client Letter

ERCMS RADMD

Magellan

Blue 2

Job description

The primary responsibilities of an Appeals and Grievances Coordinator are centered on daily resolution of member, member's representatives (which can be a treating physician) and non-participating provider's appeals and grievances in compliance with applicable timeframes and regulations. The Appeals & Grievances Coordinator is accountable for inventory prioritization of case load to meet various required SLAs, gathering applicable information related to the case, working with appellants and delegated vendors to obtain medical records, tracking effectuations, and meeting strict written and oral notification requirements.

Job duties include but are not limited to:

• Review appeal and grievance cases from various appellant types (member, member representative, treating physician and non-participating providers) in accordance with regulatory guidelines and timeframes. Must ensure cases are classified correctly and reviewed for potential expedited requests
• Resolves complex standard or expedited grievances, appeals or disputes involving expressions of dissatisfaction, reimbursement, medical necessity, Utilization Management and benefits from the various appellant types (member, member representative, treating physician and non-participating providers) in accordance with regulatory guidelines and timeframes
• Prioritize case workload to ensure timeframes and required written notifications are met for various case types
• Access various systems such as: MAAGC, JIVA, Diamond, Siebel, ProviderConnect, Client Letter, ERCMS RADMD, Magellan, and Blue 2 in order to gather pertinent data related to the case and document resolution
• Conduct thorough research and accurately document pertinent details to include research details, action taken for resolution or outreach to various business partners and attach supporting documents to the case
• Coordinates with internal business partners and provides case details, gathers required data or medical records for cases related to clinical decisions, delegated vendors, claims, network, etc.
• Ensure proper research is completed with documentation of supporting details to render a final determination with verbal and/or written notification to the appellant within the timeframes
• Perform outreach to members, providers, internal and external business partners in order to complete resolution of appeal or grievance
• Facilitates escalated calls and issues from providers and/or members regarding appeals or dispute decisions. Escalates any issues or phone calls to the Manager as needed

Job Requirements:

• 3+ years related work experience. Experience Details: Experience in Member Contact, Enrollment, Maintenance and Billing (EM&B), Claims or Medicare experience
• High school diploma or GED
• Experience using Siebel, Diamond, JIVA and other Medicare databases
• Ability to work flexible schedule with overtime and weekends when needed
• Medicare product knowledge
• Ability to work independently and collaboratively as a team member
• Excellent interpersonal skills and an ability to recognize, understand, and respond to sensitive member issues or concerns
• Ability to manage multiple priorities, have analytical and problem-solving skills with attention to detail

Preferred:

• Bachelor’s degree
• Strong working knowledge of Medicare Advantage/ Supplement/ Frozen Products, CMS, OIR, DFS and other regulatory requirements
• Proven organizational skills with strong attention to detail
• Proven ability to work independently, collaboratively and use appropriate judgment to make independent decisions by following guidelines
• Intermediate PC skills (MS Word, Excel, PowerPoint)
• Hands‑on experience processing Medicare Claims, Written Inquiries or EMB transactions
• Current Experience with JIVA, Diamond, Siebel, Provider Connect, Customer Connect Client Letter, ERCMS RADMD, Magellan, and Blue 2

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

This position offers a hybrid work arrangement which combines flexibility with in-office engagement. Team schedules are determined based on role requirements and business needs. Travel to and from our corporate or regional offices may be required.

What We Offer:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan including employer match;
• Paid time off, volunteer time off, 10 holidays and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Hourly Pay Range: $20 - $33

Typical Hourly Pay Range: $20 - $25

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.