Appeals & Grievances Coordinator II

About this role

Exemption Status: United States of America (Non-Exempt)

$19.80 - $25.50 - $31.19 “Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description Summary The Appeals & Grievances (A&G) team is responsible for managing all aspects of the appeals and grievances process, including—but not limited to—intake, processing, notification, and compliance. The Appeals & Grievances Coordinator II serves as a key member of the A&G team, processing appeal and grievance requests in accordance with established standards for accuracy, timeliness, productivity, client performance commitments, and regulatory requirements (e.g., state and federal regulations, professional accreditations). This position reports directly to the Supervisor of Appeals & Grievances Operations and is led by the Lead Coordinator (Coordinator III). The Coordinator II utilizes various business applications—such as MedAccess, MedResponse®, FileNet, RightFax, and Salesforce—to perform analysis, retrieve information, and enter data as needed to complete assigned tasks. Strong reasoning skills are essential for evaluating appeal and grievance requests for appropriateness and ensuring adherence to required processes. General knowledge of Microsoft Excel is required to assist in managing and generating reports related to appeals and grievances metrics. The ability to multitask and cross-train in both appeals and grievances processing is essential to support the weekend rotation schedule. Additional responsibilities include assisting the Lead Coordinator (Coordinator III) in training new employees and interacting with both internal and external customers as needed.

Essential Duties and Responsibilities include the following. Other duties may be assigned. • Evaluate and process Appeals and Grievances per establish work instructions and approved departmental documents. • Perform and document outreach activities (including outbound calls and faxes) to obtain information necessary for processing Appeals and Grievances or to communicate the results of Appeal and Grievance reviews. • Ensure Appeals and Grievances are finalized within the required turnaround time (TAT) in accordance with applicable laws and company policies.

• Assisting management with the quality review program.

• Must be able to cross-train across the appeal and grievance task divisions.

• Managing and generating reports for appeals and grievances metrics.

• Assisting Appeals and Grievances Coordinator III with staff process training. • Participating in the rotating weekend on-call schedule as needed.

Supervisory Responsibilities No supervisory responsibilities                                     Client Responsibilities This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience. Previous Pharmacy Benefit Management experience preferred.

Computer Skills To perform this job successfully, an individual should have knowledge of MS Office Suite. Proficiency of knowledge of Microsoft Word and Microsoft Excel.

Certificates, Licenses, Registrations Certified Pharmacy Technician and/or state licensure as a Pharmacy Technician required. Certified Pharmacy Technician Certification preferred.

Other Skills and Abilities • Oral Communication: Speak clearly and persuasively in positive or negative situations. Listen and obtain clarification when needed. Responds well to questions. • Written Communication: Write clearly and informatively. Edit work for spelling and grammar. • Teamwork: Balance team and individual responsibilities. Exhibit objectivity and openness to others' view. Give and welcome feedback. Contribute to building a positive team spirit. Put the success of the team above own interests. Able to build morale and group commitments to goals and objectives. Support everyone’s efforts to succeed. • Organizational Support: Follow policies and procedures. Complete required tasks correctly and on time. Support organization's goals and values. Benefi

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