HP Grievance & Appeals Coordinator

Banner Health; Phoenix (AZ); Hybrid; USD 30,000 - 44,000; Full time

Job summary

Banner Health is seeking a Health Plans Grievance and Appeals Coordinator to manage intake, review, and resolution of grievances, appeals, and provider disputes. The role requires strong attention to detail, excellent written communication, and the ability to navigate multiple systems efficiently.

Primarily remote, candidates must reside in Arizona to be considered. The position involves 8:00 a.m.–5:00 p.m.

Qualifications

• High school diploma or equivalent required.
• Two years of work in health care or project management helpful.
• Knowledge of AHCCCS, HCG, CMS regulations and claims processing.
• Strong written and verbal communication skills.
• Ability to navigate multiple systems and meet deadlines.

Responsibilities

• Handle member and provider grievances, appeals and claims disputes.
• Enter accepted cases into CRM and maintain case files.
• Ensure timely acknowledgments and correspondence within regulatory timelines.
• Coordinate with internal teams and providers to resolve issues.
• Prepare professional correspondence and maintain documentation for reviews.

Skills

Interpersonal skills

Organizational skills

Problem solving

Written communication

MS Word / Excel

Regulatory knowledge

CRM & IDX

Healthcare experience

Education

High school diploma/GED

Tools

MS Word

Excel

CRM IDX

Job description

Department Name: Work Shift: Day Job Category: General Operations

The future is full of possibilities. At Banner Plans & Networks, we’re changing the industry to reduce healthcare costs while keeping members in optimal health. If you’re 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 CONSIDERED. 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

PAY AND BENEFITS

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

COMPANY CULTURE

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

We are proud to offer a comprehensive benefit package for all benefit-eligible positions. Please visit our Benefits Guide for more information.

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