Supervisor, Appeals and Grievances

GlobalHealth; Oklahoma City (OK); Remote; USD 65,000 - 90,000; Full time

Job summary

GlobalHealth is a Medicare Advantage health insurer seeking a Remote Appeals and Grievances Supervisor to lead daily operations, ensure timely resolution, and maintain regulatory compliance for member grievances.

You will coach the A&G team, manage workload, report on critical metrics, participate in hiring and disciplinary actions, and protect PHI under HIPAA while collaborating with department leadership.

Qualifications

• High School diploma or GED required.
• Associate degree or bachelor’s preferred.
• 3 years member services or customer operations experience required.
• 2 years appeals and grievances experience required.
• 1 year experience with MS Office, Power BI a plus, Mitel or CRM software (Epic) required.
• Familiarity with process analytics and continuous improvement methodologies (lean, six-sigma, EOS, TOC) preferred.
• Medicare and NCQA experience preferred.

Responsibilities

• Schedule and balance available resources to match anticipated demand.
• Monitor and oversight of appeals and grievances process.
• Handle escalations for member issues.
• Manage employee time and attendance.
• Provide coaching and training of A&G team.
• Provide daily reporting for critical measures.
• Identify and execute on opportunities for improvement with workflow and structure.
• Manage daily workload for subordinates to ensure contractual and regulatory compliance.
• Perform hiring, coaching and disciplinary actions as required.
• Serve as primary representative and advocate for A&G issues and concerns in department leadership meetings.
• Must maintain confidentiality of PHI, per HIPAA and company policy.

Skills

Prioritization

Documentation

Problem-solving

Independence

Multitasking

Education

High School diploma or GED

Associate degree or Bachelor’s preferred

Tools

MS Office

Power BI

Mitel

CRM (Epic)

Job description

WHO WE ARE:GlobalHealth is a fast-growing Medicare Advantage HMO health insurer. We aspire to be the employer of choice in our industry, attracting and retaining a highly talented workforce. Our passion is Genuine Care and Optimal Health for the members we serve. We are unique by providing high touch, high value and a partnership to our members. We go above and beyond to provide personalized, engaging, and responsive services to our members. We work hard to offer affordable health insurance coverage with the benefits people truly want and need. It is our hope to be more than just a health insurance company we want to be long-term partners with our members. We are looking for future employees who exude our core values of taking accountability through ownership, being driven, innovative and who have a passion for continuous learning.WHO YOU ARE:Provides daily leadership and compliance of Appeals and Grievance. Identifying and executing opportunities to promote timeliness and resolution based on regulatory requirements.ESSENTIAL JOB FUNCTIONS:Schedule and balance available resources to match anticipated demandMonitor and oversight of appeals and grievances processHandle escalations for member issuesManage employee time and attendanceProvide coaching and training of A&G teamProvide daily reporting for critical measuresIdentify and execute on opportunities for improvement with workflow and structureManage daily workload for subordinates to ensure contractual and regulatory compliancePerform hiring, coaching and disciplinary actions as requiredServe as primary representative and advocate for A&G issues and concerns in department leadership meetingsMust maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy.Performs other duties as assignedEDUCATION:High School diploma or GED requiredAssociate degree or Bachelor’s preferredEXPERIENCE:3 years member services and/or customer operations experience required2 years appeals and grievances required1 year experience with one or more of the following: MS Office (+Power BI a plus), call center management and reporting applications (Mitel) or CRM applications (Epic) requiredFamiliarity with process analytics and continuous improvement methodologies (lean, six-sigma, EOS, TOC) preferredProven history of successful process design and implementation preferredMedicare and/or NCQA experience preferredKNOWLEDGE, SKILLS AND ABILITIES:Exceptional prioritization and task management skillsMust be detail oriented and able to multitask, focusing on multiple cases at a timeStrong documentation skills are essentialAbility to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniquesAbility to thrive in a results-oriented environmentNaturally pushes to drive tasks to completionWORKING CONDITIONS:EnvironmentThis job operates in a remote setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is a largely sedentary role.TRAVEL:Minimal travel expected (less than 5% in support of corporate initiatives)SUPERVISOR RESPONSIBILITY:Supervises work of others, including planning, assigning, scheduling, and reviewing work, ensuring quality standards. Is responsible for hiring, terminating, training, and developing, reviewing performance and administering corrective action for staff. Plans organizational structure and job content.OTHER DUTIES:Add any additional duties not covered in the essential job functions.Must maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy.Performs other duties as assigned.This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.