[Hiring] Supervisor Appeals and Grievances @Dignity Health Management Services

Role Description

The Appeals and Grievances Supervisor is responsible for managing and coordinating the appeals and grievance process within Dignity Health MSO. The Supervisor will lead a team of coordinators providing guidance, training, and support to ensure the highest standards of patient service and regulatory compliance. This role involves handling member and provider complaints, ensuring compliance with regulatory requirements, and facilitating timely and effective resolution of appeals and grievances. Acting as a subject matter expert (SME), the Supervisor will work closely with internal teams and external stakeholders to ensure a high level of service and satisfaction. The Supervisor oversees a mix of operational, business, and regulatory activities related to several Health Plan Partnerships. This position will work closely with health plan partners to ensure a seamless transition in implementing new and ongoing regulatory requirements. From a business perspective, this role is responsible for the ongoing delegation and performance of our contractual obligations.

• Supervise a team of appeals and grievances coordinators.
• Develop and implement strategies to improve team performance and efficiency.
• Receive, document, and manage member and provider appeals and grievances in accordance with Dignity Health MSO's organizational policies and regulatory standards.
• Ensure all cases are processed within required timeframes and follow-up actions are completed properly.
• Prepare and present reports on appeals and grievances activity to senior management.
• Maintain detailed and accurate records of all appeals and grievances, including documentation of investigations, outcome, and communications.
• Manage and work closely with Regulatory partners in the management of identified patient populations.
• Oversee a mix of operational, clinical, educational, and business activities as they relate to this partnership.
• Conduct relevant research into complaints and collaborate, coordinate, and communicate with various departments (i.e., Member Services, Care Management, Claims), as well as external entities (i.e., Providers and Vendors) to collect additional information as necessary.
• Monitor and analyze trends in appeals and grievances to identify systemic issues and recommend corrective actions.
• Prepare and submit regular reporting on appeals and grievance activity, trends, and outcomes to management and regulatory agencies as required.

***This position is remote within California.

Qualifications

• 3+ years of experience in healthcare appeals and grievances, with at least 2 years in a supervisory or leadership role.
• Associates degree or 3 years of related job or industry experience in lieu of degree.
• Familiarity with healthcare regulations, including HIPAA, CMS, and state-specific requirements.

Requirements

• Previous appeals and grievances experience at a health plan, managed care organization, and IPA strongly preferred.
• Previous experience in claims, UM, or provider relations a plus.
• Bachelors degree in a relevant field (e.g., healthcare management, business administration, compliance) or 5 years of related job or industry experience in lieu of degree preferred.
• Knowledge of DMHC, NCQA, CMS, and other regulatory bodies preferred.
• Strong technical proficiency in data analysis; database software preferred.
• Regulatory audit experience preferred.
• Certified Compliance Professional, Certified Professional in Healthcare Quality, or Certified Healthcare Auditor preferred.

Benefits

• Competitive pay with a state-of-the-art, flexible Health & Welfare benefits package.
• Cafeteria-style benefit program offering a variety of options, including medical, dental, and vision plans for employees and their dependents.
• Health Spending Account (HSA).
• Life Insurance and Long Term Disability.
• 401k retirement plan with a generous employer-match.
• Paid Time Off and Sick Leave.