HP Grievance & Appeals Coordinator

Banner Health; Arizona; Hybrid; USD 30,000 - 44,000; Full time

Job summary

Banner Health is seeking a Health Plans Grievance and Appeals Coordinator. The role focuses on intake, review, investigation, and resolution of grievances, appeals and provider disputes within Banner Plans & Networks. A high-volume, fast-paced environment requires prior knowledge of grievance processes and Arizona regulatory frameworks.

Primary remote work with must reside in Arizona; 8:00 a.m.–5:00 p.m. shift and Per Diem positions have no guaranteed hours.

Qualifications

• High school diploma/GED or equivalent working knowledge.
• Two years of work experience in health care related field or experience managing projects/initiatives, or an equivalent combination of education and experience.
• Knowledge of AHCCCS, HCG and/or CMS regulations. Knowledge of MS Word, Excel and Microsoft Office Suite required. Knowledge of Medical terminology, claims processing guidelines, and CRM & IDX. Knowledge of grievance, appeal and claim dispute processes.
• Strong interpersonal, organizational and problem solving skills. Strong oral and written communication skills required. Ability to work independently ensuring all deadlines/timelines are met and to work with various levels of healthcare professionals. Ability to be flexible and work on a variety of projects simultaneously under tight time constraints. Strong analytical, critical-thinking and time management skills. Strong organizational skills and ability to prioritize multiple tasks daily. Ability to quickly identify, summarize and present options to issues and to meet regulatory reporting requirements.

Responsibilities

• Determines which claim disputes meet acceptable claim dispute criteria and logs, categorizes and tracks all received documents.
• Enters appeals and claim disputes into the CRM; creates and maintains case files with review sheets.
• Ensures all appeals and claim disputes are acknowledged within regulatory timelines; facilitates input from internal/external stakeholders.
• Responds to incoming calls, researches and resolves questions on grievances, appeals and disputes; routes mail.
• Creates and submits resolution/extension correspondence following applicable statutes and codes; self-audits for compliance.
• Gathers medical records and documentation required for reviewers; handles special handling requirements.
• Reports at Grievance/Appeals meetings on incoming and scheduled hearings as appropriate.
• Works with other departments to facilitate timely responses; provides expertise on grievances/appeals.
• Works under supervision in a fast-paced, customer-focused environment and interfaces with staff at all levels.

Job description

Department Name:

Work Shift:

Day

Job Category:

General Operations

The future is full of possibilities. At Banner Plans & Networks, we are changing the industry to reduce healthcare costs while keeping members in optimal health. If you are ready to change lives, we want to hear from you.

Banner Plans & Networks (BPN) is a nationally recognized healthcare leader that integrates Medicare and private health plans. Our main goal is to reduce healthcare costs while keeping our members in optimal health. BPN is known for its innovative, collaborative, and team-oriented approach to healthcare. We offer diverse career opportunities, from entry-level to leadership positions, and extend our innovation to employment settings by including remote and hybrid opportunities.

As a Health Plans Grievance and Appeals Coordinator , you will play a critical role within Banner Plans & Networks, ensuring the timely intake, review, investigation, and resolution of grievances, appeals, and provider disputes. This is a high-volume, fast-paced position that requires prior knowledge of grievance and appeals processes . In this role, you will research complex claim and service issues, determine appropriate levels of review, coordinate with internal teams and providers, document findings, and prepare professional correspondence including acknowledgment and resolution letters. Success in this position requires exceptional attention to detail, strong written communication skills, sound judgment, and the ability to efficiently navigate multiple systems while delivering accurate, compliant, and timely resolutions that support both provider satisfaction and business objectives.

In this role, you will primarily be working in a remote setting. CANDIDATES MUST RESIDE IN THE STATE OF ARIZONA TO BE CONSISDERED . Work shifts will be 8:00 a.m.-5:00 p.m. Monday-Friday.

Registry/Per Diem positions do not have guaranteed hours and no medical benefits package is offered. Completion of post-offer Occupational Health physical assessment, drug screen and background check (includes employment, criminal and education) is required.

POSITION SUMMARY

This position handles member and provider grievances, appeals and claim disputes. This position will act as a key advocate and contact for HP members with general health care and accessibility concerns and inquiries on the various levels of the grievance and appeals process.

CORE FUNCTIONS

1. Determines which claim disputes meet acceptable claim dispute criteria, specifically screening for Untimely claims and Resubmissions; maintains a log, categorizes and tracks all received documents, notices, returned receipts; decides and responds to those appeals and claim disputes not meeting criteria with appropriate correspondence and routing. Assists in resolving member questions and concerns regarding the health care system in an effort to prevent the need for members to file formal grievances or appeals.

2. Enters all accepted appeals and claim disputes and its corresponding information into the CRM; creates and maintains case files, including appropriate review sheets for Medical Review and/or Claim Review according to policy, AHCCCS, HCG, and CMS regulations; updates CRM for ongoing cases with responses from reviewers. Assesses individual cases and documents in various CRM programs for pertinent information for referral and/or transmission to co-workers.

3. Ensures all appeals and claim disputes are acknowledged, by official correspondence, within AHCCCS, HCG, and CMS contractual timelines; protects the confidentiality of member information and other information. Facilitates, communicates and accepts input regarding member and provider appeal information from appropriate individuals that would include employees, providers, Medical Director, Plan Administrator, RNs, Risk Management, attorneys, AHCCCS, HCG, CMS and others.

4. Responds to all incoming phone calls, researches and resolves member and provider questions and concern regarding grievances, appeals and claim disputes. Opens, reviews, researches (if necessary), date stamps and routes or responds to all incoming mail. Responds in an expedient manner that is consistent with the mission and values of UAHN and in support of related regulations and policies and procedures to member, staff and physician grievances, appeals and claim disputes with minimal supervision.

5. Creates and submits all resolution and extension correspondence, utilizing appropriate Arizona Revised Statues, Arizona Administrative Code, Code of Federal Regulations, and other supporting regulatory policies and statutes for all UAHP managed plans. Self-audits daily to ensure compliance with regulatory requirements.

6. Recognizes, facilitates and gathers relevant medical records, coding and claim documentation that is required for the reviewers to fully investigate grievances, appeals, and claim disputes. Responsible for trouble shooting, identifying, and resolving special handling requirements related to grievance and appeal issues.

7. Reports at Grievance/Appeals meetings, as appropriate, all incoming, attended and scheduled State Fair Hearings.

8. Works internally with other departments in order to facilitate timely responses and inquiries, and assists with workgroups as requested. Provides technical expertise to other departments regarding grievances, appeals and claim disputes.

9. This position works under supervision, prioritizing data from multiple sources to provide quality care and support. Incumbents work in a fast-paced, sometimes stressful environment with a strong focus on customer service. Interacts with staff at all levels throughout the organization.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge. Two years of work experience in health care related field or experience managing projects/initiatives, or an equivalent combination of education and experience.

Knowledge of AHCCCS, HCG and/or CMS regulations. Knowledge of MS Word, Excel and Microsoft Office Suite required. Knowledge of Medical terminology, claims processing guidelines, and CRM & IDX. Knowledge of grievance, appeal and claim dispute processes.

Strong interpersonal, organizational and problem solving skills. Strong oral and written communication skills required. Ability to work independently ensuring all deadlines/timelines are met and to work with various levels of healthcare professionals. Ability to be flexible and work on a variety of projects simultaneously under tight time constraints. Strong analytical, critical-thinking and time management skills. Strong organizational skills and ability to prioritize multiple tasks daily. Ability to quickly identify, summarize and present (verbally and orally) options to issues which may arise, and to consistently meet and exceed regulatory reporting requirements for all lines of business.

PREFERRED QUALIFICATIONS

Additional related education and/or experience preferred.

Estimated Pay Range:

$21.43 - $32.15 / hour

Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting.

This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

EEO Statement:

EEO/Disabled/Veterans (https://www.bannerhealth.com/careers/eeo)

Our organization supports a drug-free work environment.

Privacy Policy:

Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability