Senior Coordinator Complaint Appeals Operations

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

Responsible for managing to resolution appeal scenarios for all products, which contain multiple issues and may require coordination of responses from multiple business units. Appeals are typically more complex and may require outreach and deviation from standard processes to complete. May have contact with outside plan sponsors or regulators.

• Research and resolves incoming electronic appeals as appropriate as a “single-point-of-contact” based on type of appeal.

• Can identify and reroute inappropriate work items that do not meet complaint/appeal criteria as well as identify trends in misrouted work.

• Assemble all data used in making denial determinations and can act as subject matter expert with regards to unit workflows, fiduciary responsibility and appeals processes and procedures.

• Research standard plan design, certification of coverage and potential contractual deviations to determine the accuracy and appropriateness of a benefit/administrative denial.

• Can review a clinical determination and understand rationale for decision.

• Able to research claim processing logic and various systems to verify accuracy of claim payment, member eligibility data, billing/payment status, and prior to initiation of the appeal process.

• Serves as point person for newer staff in answering questions associated with claims/customer service systems and products. Educates team mates as well as other areas on all components within member or provider/practitioner complaints/appeals for all products and services.

• Coordinates efforts both internally and across departments to successfully resolve claims research, SPD/COC interpretation, letter content, state, or federal regulatory language, triaging of complaint/appeal issues, and similar situations requiring a higher level of expertise.

• Identifies trends and emerging issues and reports on and gives input on potential solutions.

• Delivers internal quality reviews, provides appropriate support in third party audits, customer meetings, regulatory meetings and consultant meetings when required.

• Understands and can respond to Executive complaints and appeals, Department of Insurance, Department of Health, or Attorney General complaints or appeals on behalf of members or providers as assigned.

Required Qualifications:

- 1 years’ experience in reading or researching benefit language in SPDs or COCs

- Demonstrated ability to handle multiple assignments competently, accurately and efficiently.

- Excellent verbal and written communication skills.

- Computer navigation ability and ability to multitask.

- Excellent customer service skills.

- Strong Leadership skills

- Experience documenting workflows and reengineering efforts.

Preferred Qualifications:

- 1 years of experience in research and analysis of claim processing.

- 1-2 years Medicare part C Appeals experience.

 

Education:

- High School Diploma

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $42.35

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be