Appeals & Grievance Analyst (Hybrid - Troy, MI) - Health Alliance Plan

🔍 Troy, Michigan

New

📁: Business (Non-Clinical)

📅   : 2413923 Requisition #

📅   : 3 days ago Post Date

GENERAL SUMMARY:

Responsible for the prompt and thorough investigation of medical and pharmacy member appeals and grievances for Health Alliance Plan’s (HAP’s): Commercial, Medicare Advantage, Medicare-Medicaid Program (MMP), and Medicaid lines of business. Analyst must identify trending issues on an ongoing basis and provide root/cause analysis when required. The Analyst will work with HAP’s medical directors, nurses, pharmacists, Legal department, and other subject matter experts to determine appropriate outcomes for all cases. In addition, in this role the analyst will be required to keep abreast of regulatory requirements from State and Federal agencies and speak before members, senior leaders and other key stakeholders to present appeal cases on an ongoing basis. Provide verbal and written communication to members and providers on a daily basis. Ability to manage, organize and prioritize cases and complete within required timeframes. The analyst will also provide necessary support for audits and the development of desk level procedures.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Conduct the primary investigation and resolution of member appeals and grievances following established guidelines from: The Center for Medicaid and Medicare Services (CMS), MAXIMUS Federal Services, Department of Labor (DOL), Department of Insurance and Financial Services (DIFS), Michigan Department of Health and Human Services (MDHHS), National Committee for Quality Assurance (NCQA), Office of Personnel Management (OPM), MI Health Link, and Better Business Bureau (BBB).
Demonstrate strict adherence to the Centers for Medicare and Medicaid (CMS), MI Health Link (MMP), and Michigan Department of Health and Human Services (MDHHS) contracts in the responses to members, regulatory agencies, and providers.
Provide concise and thorough written responses to members, regulatory agencies, and providers the findings of their investigations and resolution.
Perform case pre-analysis; including procuring appropriate medical records and supporting documentation prior to sending case to internal stakeholders for subject matter expert reviews, working cross departmentally for resolution.
Prepare cases for presentation during pertinent hearings (e.g. Administrative Law Judge hearings, MAXIMUS Committee Meetings, State Fair Hearings, Second-Level Member Hearings).
Provide shadowing to new employees as part of their onboarding to the Appeal and Grievance Team.
Perform other related duties as assigned.

EDUCATION/EXPERIENCE REQUIRED:

Associate degree in healthcare or a related field.
Minimum of three (3) years of experience in a Customer Service or Provider Inquiry call center; reviewing member contracts, authorizations, and benefits.
Minimum of two (2) years of experience reviewing Claims.
Must have successful experience with business writing which will be demonstrated by passing a writing assessment.
Demonstrated knowledge of the Medicare Advantage, Federal Government, Medicare benefits, all Commercial including Self-Funded benefit guides, contracts and riders, eligibility and direct pay programs and rates.

SKILLS:

Must demonstrate strong analytical and critical thinking skills.
Must demonstrate excellent problem-solving techniques.
Must possess a very high degree of patience, maturity, empathy, tact and diplomacy and be able to work with all levels of people within the organization.
Must possess a high degree of poise and good judgment in responding to inquiries from customers with varying attitudes and have excellent written, listening and verbal communication skills.
Must be flexible and handle multiple priorities through organizational and time management skills.
A demonstrated ability to work in a Windows environment, HAP’s current documentation system (CareRadius, Pega A&G, Pega CRM and Microsoft Word). Or equivalent documentation system.
Knowledge of medical terminology.

Overview

HAP is a Michigan-based, nonprofit health plan that provides health coverage to individuals, companies and organizations. A subsidiary of Henry Ford Health System, we partner with doctors, employers and community groups to enhance the overall health and well-being of the lives we touch. With more than 1,100 dedicated and passionate employees, our goal is to make health care easy for our members.

Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visit HenryFord.com.

Benefits

Whether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health System has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness

and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other

benefits and services. Employee's classified as contingent status are not eligible for benefits

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.

Appeals & Grievance Analyst (Hybrid - Troy, MI) - Health Alliance Plan

🔍 Troy, Michigan

Overview

Benefits

Equal Employment Opportunity/Affirmative Action Employer

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