Appeals Analyst

Responsible for the analysis, research and completion of standard appeals and grievances within the company. Will address all customer concerns and ensure timely and complete resolution and satisfaction. Ensure timeliness, quality and efficiency in all work to comply with applicable mandated State and/or Federal legislative or regulatory requirements, National Committee for Quality Assurance (NCQA) standards, and BCBSNC policies and procedures.

• Research and investigate all aspects of the member and provider appeals and grievances, NCDOI, Congressional and/or Department of Justice complaints to ensure compliance with medical necessity criteria, Corporate Medical Policy (CMP), member and provider contract provisions, State and/or Federal requirements, BCBSA guidelines and/or other mandated requirements (e.g. Thomas Love Settlement), NCQA Standards, Current Procedural Terminology (CPT), ICD-9, and Healthcare Common Procedure Coding System guidelines (HCPCS), as applicable.
• Investigate member and provider appeals and grievances and NCDOI, Congressional and/or Department of Justice complaints for all lines of business, excluding FEP, by reviewing applicable resources (i.e. CMP, CMS guidelines, CPT coding guidelines, Reconsideration/Appeal Manual, contract provisions, legislation, BCBSNC management, and/or NCQA requirements.
• Identify, collect, and analyze appropriate documentation from multiple internal systems including claims, customer contract management, benefit booklets, UM systems, coding claim edits, etc. and external sources including pharmaceutical companies, attorneys, providers, Medicare, PBMs, etc.
• Coordinate and draft responses to NCDOI, Congressional and/or DOJ complaints with all Enterprise Departments to ensure timely and accurate resolution.
• Consult and confer with medical directors and other clinical staff to ensure the appropriate decision has been made and the approved outcomes are implemented.
• Review, analyze and make determinations on provider requests for increased payments related to coding and/or bundling issues.
• Communicate findings of analysis and documentation to appropriate committee, benefit administrators and BCBSNC leadership, as necessary.
• Initiate claim adjustments on individual cases when necessary and follow and track until completion.
• Provide written documentation of case determinations to appellants and/or all involved parties (including but not limited to physicians, attorneys, senators/legislators, employer groups, etc.) in a timely manner as required by regulatory mandates and legislation.

• Identify trends and high-risk issues to mitigate risk of potential legal actions and/or NCOI focused audits and penalties. Communicate findings to the Legal department, Corporate Communications, Special Investigations, and Healthcare Senior Management. Make recommendations to address future exposure.
• Audit appeal and grievance files as required by Federal and/or State regulatory agencies and provide feedback, education and training to individual employees to ensure compliance with mandates.
• Audit and oversight of entities where delegation of member and provider appeals exists.
• Identify and take corrective action on appeals or grievances that result from noncompliance of contract provisions, appeal or grievance guidelines, provider contract violations and/or medical policies.
• Stays current with press releases, emails, and other forms of communications relaying initiatives, contracting issues, as well as Plan wide concerns.
• Demonstrates high degree of appropriate knowledge of all areas of the plan.
• Identify and create action plans to educate internal departments on benefit misinterpretation and/or claim payment system errors.
• Answer member/provider questions via incoming telephone calls in a professional quality driven manner.
• May handle complaints/grievances as defined by the federal government.

Hiring Requirements

Associate’s degree and 6 months – 1 year claims, customer service, medical office (billing, authorizations and/or patient accounting etc.), health insurance or coding experience
If no degree, High School Diploma and 1-3 years’ claims, customer service, medical office (billing, authorizations and/or patient accounting etc.), health insurance or coding experience6 years experience in claims, Healthcare Management and Operations, and/or customer service.
Hiring Preferences
Managed care experience.
Bachelor’s degree in Healthcare Administration or health care field.
Experience with Blue Cross and Blue Shield of North Carolina products and systems.
System knowledge should include understanding and usability of MaxMC, Power MHS, Service First, Magic, Mobius, Doc Request, Medco, Amisys, Macess, and accessing Corporate Medical Policy.
Experience with MS Word, and Excel.
Ability to research and problem solve
Able to read and understand claims history, denials, payments, suspends
Strong Medical Knowledge
Ability to make concise, independent and defensible decisions in often high-pressure situation.
Must be articulate and possess good verbal and written communication and presentation skills
Excellent analytical, organizational, planning and problem-solving skills
Ability to successfully interface with individuals at all levels, including top management, both internal and external
Excellent time management skills
Ability to be discreet and diplomatic
Ability to work independently, as well as with a team
Certified Professional Coder preferred.