Duals Supervisor, Appeals and Grievances

Site: Mass General Brigham Health Plan Holding Company, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world's leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.

Our work centers on creating an exceptional member experience - a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a welcoming and supportive environment that embraces their unique and varied backgrounds, experiences, and skills.


We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.

The Duals Supervisor, Appeals and Grievances, provides day-to-day supervision of a team of 4-6 appeals and grievance coordinators and is ultimately responsible for the work product of this team and the Duals line of business. The ideal candidate has experience representing and solving the needs of staff, including executive staff, and has experience setting up appeals and grievances workflows across new products and plans. The Supervisor oversees all aspects of the Appeal and Grievance processes in accordance with the Massachusetts Division of Insurance and Executive Office of Health and Human Services (EOHHS) requirements, the Centers for Medicare and Medicaid Services (CMS), as well as the National Committee on Quality Assurance (NCQA) guidelines. The Supervisor will lead the efforts to coordinate daily operations, which include identifying/communicating any areas of risk and achieving maximum efficiency across all appeal and grievance processes.

The Supervisor collaborates with the Sr. Manager, Appeals and Grievances, as well as other senior and executive staff, to ensure optimum performance within the Appeals and Grievances Department, while ensuring compliance with all applicable performance standards and regulatory, contractual, and corporate policies and procedures. The Supervisor will be expected to work closely with the leadership to identify industry-standard operational metric measure and compare benchmarks to individual and departmental performance. The Supervisor will be responsible for presenting metrics to leadership and proposing any solutions to identified areas of opportunity. In addition to supervising the day-to-day activities of the Appeals and Grievance Department, the Supervisor is an active, visible participant on many cross-functional teams that address strategic and business projects such as cost savings measures, infrastructure efficiencies, regulatory and contractual requirements, and break/fixes.

Principal Duties and Responsibilities:
• Facilitates regular bi-weekly one-on-one meetings and weekly team staff meetings with the Appeals and Grievances department.
• Identifies the training needs of the coordinators and works with key stakeholders, including the Learning and Development Dept, Customer Service, Product, etc., to develop training guides and curriculum
• Provide real- time oversight and education to the staff to ensure they are meeting their goals related to the intake, triaging, coordination, and documentation of all appeals and grievances
• Collaborates with the auditing team to identify and maintain quality control processes that ensure all standards for timely acknowledgment, resolution, and documentation standards are met consistently.
• Represents the Appeals and Grievances Dept where cases are discussed and follow-up steps are identified; ensure the requirements of various organizations (NCQA, CMS, etc.) are represented.
• Ensure timely appeal and grievance reporting to leadership for dissemination to regulatory agencies and contracted clients.
• Collaborate with internal departments as necessary (Customer Service Center, Provider Network, Claims, Utilization Management, Pharmacy) to ensure the timely resolution of all appeals and grievances.
• Meet regularly with internal customers to identify process improvement opportunities.
• Collaborates with leadership on appeal and grievance reports and analysis to various internal stakeholders including, but not limited to, the Quality Improvement Committee, the Utilization Management Committee, and the Audit and Compliance Commit
• Chair the Appeal Subcommittee and recommend cases for full review at the larger Appeals Committee.
• Collaborates with the leadership on all NCQA matters relating to appeals and grievances.
• Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.
• Escalates issues to the senior leadership as needed.
• Hold self and others accountable to meet commitments.
• Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.
• Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.
• Other duties as assigned with or without accommodation.

Qualifications

Qualifications:

• Associate's degree required.
• At least 3-5 years of billing, claims, or appeals management experience required
• At least 1-2 years of experience in a supervisory or leadership role, training staff, ideally within an appeals and grievances department, whether in a formal or informal capacity, preferred
• At least 5-7 years of health plan operations/appeals and grievance experience is highly preferred
• At least 2-3 years' experience with Medicare and/or Dual Special Needs Programs operations is highly preferred

Additional Job Details (if applicable)

Working Conditions:

• This is a remote role with occasional onsite team meetings in Somerville, MA.

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range
$79,560.00 - $115,720.80/Annual

Grade
7

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

8925 Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on click.appcast.io.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.