Medicare Advantage Appeals and Grievances Customer Experience Specialist

Blue Cross Blue Shield of Kansas; Topeka (KS); Hybrid; USD 38,000 - 45,000; Full time

Benefits offered by this job

Incentive pay program (EPIP)

Health/Vision/Dental insurance

6 weeks paid parental leave

Fertility/Adoption assistance

2 weeks paid caregiver leave

401(k) plan matching up to 5%

Tuition reimbursement

Health & fitness benefits

Job summary

Blue Cross and Blue Shield of Kansas is seeking an MA Appeals and Grievances Specialist to provide world-class customer service through processing and resolution of MA member, member representative, or provider appeals and grievances. The role requires interpreting MA benefits, policies, and regulatory guidance, coordinating with internal teams, and ensuring timely resolutions.

This position supports remote or onsite work in Kansas/Missouri with standard benefits and opportunities for

Qualifications

• High school diploma required.
• College or continuing education in communications or medical related fields preferred.
• 2+ years customer service experience required.
• 3+ years MA or Medicaid Appeals/Grievances experience required.
• 2+ years call center or production-based customer service preferred.

Responsibilities

• Process MA member, member representative or provider appeals and grievances to ensure regulatory guidelines are met.
• Interpret and analyze MA benefit offerings and relevant policies to resolve issues.
• Prioritize and manage workload to meet internal/regulatory deadlines in a fluctuating environment.
• Make judgment calls using discretion to review information and determine appropriate actions.
• Develop working relationships with staff, Plans, CMS caseworkers, providers and members for timely resolutions.
• Serve as a back-up to MA Customer Experience Representatives and respond to inquiries via phone, email, and written communications.
• Complete special projects related to appeals, grievances or related responsibilities.

Skills

Empathy

Communication

Research

Analytical thinking

Problem solving

Teamwork

Confidentiality

Time management

Education

High school diploma

Courses in communications/medical fields

Job description

Why Join Us?

Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.

Family Comes First: Total rewards package that promotes the idea of family first for all employees. Paid vacation and sick leave with paid maternity and paternity available immediately upon hire.

Professional Growth Opportunities: Advance your career with ongoing training and development programs.

Dynamic Work Environment: Collaborate with a team of passionate and driven individuals in a work environment that promotes flexibility.

Trust and Stability: Work for one of the most trusted companies in Kansas with over 80 years of commitment, compassion and community.

Inclusive Work Environment: We pride ourselves on fostering a workplace where everyone is valued and respected.

Benefits & Perks

Base compensation is only one component of your competitive Total Rewards package

• Incentive pay program (EPIP)
• Health/Vision/Dental insurance
• 6 weeks paid parental leave for new mothers and fathers
• Fertility/Adoption assistance
• 2 weeks paid caregiver leave
• 401(k) plan matching up to 5%
• Tuition reimbursement
• Health & fitness benefits, discounts and resources

Job Summary

The MA Appeals and Grievances Specialist provides a world class customer service experience through processing and resolution of Medicare Advantage (MA) member, member representative, or provider appeals and grievances. May also process and resolve member, representative, provider, and other Blue Plan inquiries.

Work Location

This position is eligible to work remotely or onsite in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

What you'll do

• Process MA member, member representative or provider appeals, grievances, disputes or complaints to ensure all regulatory guidelines are met.
• Interpret, analyze, and review all MA benefit offerings and their relevant language, corporate policies, administrative and operating procedures, information systems, and regulatory guidance to address a variety of issues which may not be clear or direct.
• Manage time to optimize and prioritize work to ensure goals (internal, regulatory, etc.) are met in a fluctuating environment.
• Use discretion to make judgment calls determining appropriate sources, directions, and parameters necessary to review and resolve issues in an extremely diverse, complex, and challenging business and regulatory environment. This can include interaction with a variety of internal and/or external contacts.
• Develop effective working relationships with staff at every level within BCBSKS, other Plans, CMS Caseworkers or Account Manager, relevant suppliers and contractors, providers, and/or members and their representatives to facilitate accurate and timely resolution of cases.
• Serve as a backup to the MA Customer Experience Representatives as business needs dictate. This involves researching, resolving, and responding to inquiries and correspondence via telephone, written and email communication. Inquiries may be regarding MA benefits, eligibility, coverage and plan changes, payments, claims, prior authorizations, appeals, and grievances.
• Complete special projects related to appeals, grievances or other CXR responsibilities.

What you'll need

• EducationHigh school diploma or equivalent required
• College or continuing education courses in communications and/or medical related fields preferred
• ExperienceMinimum 2 years' experience customer service required
• Minimum 3 years' experience MA or Medicaid Appeals and Grievances required
• Minimum 2 years' experience MA or other call center or production-based customer service experience preferred
• Previous experience with Blue Plan preferred

Upon completion of training: Working knowledge of Blue Cross and Blue Shield of Kansas' MA and other relevant systems and detailed knowledge of MA line of business and regulations governing MA appeals and grievances are required.

Knowledge, Skills and Abilities

• Ability to interact positively with internal and external customers while demonstrating empathy, adaptability, and listening skills.
• Ability to listen, talk type and perform research simultaneously using various research channels.
• Ability to apply excellent reasoning, analytical, and problem-solving skills, and sound judgment.
• Ability to conduct extensive research, provide analyses and solutions to unusual or recurring issues, at times using discretion.
• Ability to efficiently manage dissimilar issues, determine priorities and meet regulatory and/or company deadlines.
• Ability to demonstrate advanced human relations skills and communicate effectively both verbally and in writing.
• Ability to maintain strict confidentiality in handling data related to job duties.
• Ability to work collaboratively and cooperatively as a team member.
• Ability to work within a self-initiated environment with little supervision.
• Ability to achieve production-based performance goals.
• Ability to effectively use computer programs and troubleshoot simple computer issues independently or with direction.
• Ability to adhere to a rigid schedule and have regular and predictable attendance.
• Ability to obtain and maintain any departmental or legally required certifications (e.g. CMS or BCBSA requirements).

Compensation

$27.62 - $32.80*Non-exempt, Grade 13*

Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

Our Commitment to Connection and Belonging

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of connection and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

Blue Cross and Blue Shield of Kansas conducts pre-employment drug screening, criminal conviction check, employment verifications and education as part of a conditional offer of employment.