Temporary Member C&G Intake Coordinator- Remote

UPMC Health Plan has an exciting opportunity for a Temporary Member Complaints and Grievances Intake Coordinator position.  This is a full time temporary opportunity working Monday through Friday daylight hours and will be a remote position.  

The Intake Coordinator will manage accurate and timely case entry and classification in the Complaints and Grievances (C&G) information system. Accurately maintain C&G data files.

This will be a 6 month temporary opportunity with a set pay of $20.00/hr. 

Responsibilities:

• Conduct case intake process for statements received through verbal and written requests and set up new cases in the C&G information system.
• Classify member complaints/appeals based on line of business/product according to department and regulatory standards and appeal rights. 
• Completing appropriate investigation which may include investigation of previous appeals, claims, authorizations, and inbound calls. 
• General understanding for the different appeal rights associated with each line of business. 
• A prompt response to all follow-up needs on every case is vital, for compliance needs as well as member satisfaction.
• Ensure member and provider concerns are thoroughly and accurately addressed according to regulatory guidelines. 
• Organize all tasks within regulatory requirements/deadlines. 
• Access and navigate multiple health plan systems to support accurate case classification, including MHK, MC400, Skygen, Health Planet, FileNet, CCD, PA Hub, and HP Capture and Route. 
• Additionally, utilize PA Keystone State resources to properly review and process member Fair Hearing documentation.
• Accurately and promptly assess, enter, and maintain documents in files and/or databases to assure that information is organized and readily available.
• Respond and address incoming messages via department FileNet folders, emails, fax system, or phone CUTs in an accurate and prompt manner.
• Triage and respond to inquiries as appropriate or note and distribute as needed.
• Retrieve, copy, collate, and file various documents associated with the complaints and grievances processes. 
• Identify and escalate priority and expedited issues to all product leadership within a timely manner.
• Support the team’s efforts to improve performance against measured service operation goals. 
• Complete data entry into various information systems to support C&G processes. 
• Entering coverage determinations into systems of record. 
• The ability to quickly adapt to system outages and issues by identifying effective workarounds and maintaining operational continuity.
• Support implementation of appeals tracking system.