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Position Summary

Job Description

Position Summary:

The Appeals Specialist (Medicare or US Family Health Plan) is responsible for ensuring

coordination and professional handling of all member appeals, non-participating provider preservice and post-service appeals, and participating provider pre-service appeals in a timely and

compliant manner. The Specialist communicates and collaborates with Case Managers, Medical

Directors and Compliance partners, as well as other internal teams and external partners to

ensure a comprehensive appeals management process.

Medicare Focus Key Outcomes:

• Processes, researches, investigates, and resolves Medicare Part C reconsiderations with 100% compliance.

• Assists with CMS, NCQA, and Health Plan audit preparation and participates in audits

• Serve as the Medicare subject matter expert for the Medicare Managed Care Manuals pertaining to Part C appeals

• Responsible and accountable to meeting 100% timeliness standards in accordance with CMS requirements

• Cross-trains with US Family Health Plan Appeals Specialist to perform functions as needed

US Family Health Plan Focus Key Outcomes:

• Researches all US Family Health Plan appeals in accordance with Tricare and NCQA guidelines.

• Presents appeal cases to the Appeals Committee, records meetings, and notifies members of the outcome and creates required reports.

• Remains current on all issues pertaining to TRICARE and US Family Health Plan benefits, particularly as it relates to Member Appeals

• Cross-trains with Medicare Appeals Specialist to perform functions as needed

Overall Key Outcomes:

• Prepares appeals documentation within contractual and regulatory requirements, i.e. CMS/DHA/NCQA required forms and letters, request medical records, general correspondence and follow-up.

• Independently manages multiple work queues consisting of correspondence from providers and members on a daily basis

• Use critical reading skills to determine the nature of appeals and correspondences and ensure adherence to Standard Operating Procedures (SOP) to determine next steps

• Evaluate medical claims documentation and coverage policy documentation to determine validity of the appeal

• Responsible for ensuring and monitoring effectuation of all decisions as a result of the appeal process

• Brings trends and training opportunities to supervisors and management as appropriate.

• Works collaboratively and effectively with all other departments and functions to maximize operational efficiency and service and ensure consistency in addressing appeals issues

• Works with leadership to develop appropriate policies and procedures

• Maintain confidentiality.

• Provide quality customer service to internal and external customers.

• Data entry of appeals to track case details, correspondences, and monitor timeliness of resolution

• Maintain case files in organized and secure manner, both electronically and written

• Conduct telephone work with members, providers and third-party administrators.

• Prepares case files on clinical member and provider appeals for review by clinical team, including medical director.

• Prepares and sends appeal case files for all appeal levels in accordance with contractual and regulatory requirements

• Other duties as assigned

Education/Experience:

• Bachelor’s Degree or equivalent experience and education

• 5+ years experience in managed care plan required; knowledge of Medicare Advantage (for Medicare Specialist) or TRICARE (for USFHP Specialist) appeals processes and regulations strongly preferred

Skills/Knowledge/Competencies (Behaviors):

• Demonstrates an understanding of and alignment with Martin’s Point Values.

• Excellent written and verbal communication skills

• Effective time management skills

• Excellent organization skills

• Strong problem-solving techniques

• Must have a track record of producing high-quality work: highly accurate, demonstrates attention to detail, and reflects well on the organization

• Strong interpersonal skills and the ability to collaborate with internal and external clients

• Excellent customer services skills

• Solid analytical skills

• Strong mathematical ability

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)

• Strong organizational skills and able to meet deadlines (ability to prioritize and multi-task while maintaining focus on objectives).

• Self-driven and self-motivated: ability to function independently with sound judgment in decision making

• Take appropriate initiative while soliciting input/advice appropriately

• Ability to handle confidential and sensitive information in a discreet and professional manner.

• Ability to handle high volume of work while maintaining accuracy and timeliness requirements

We are an equal opportunity/affirmative action employer.

Do you have a question about careers at Martin’s Point Health Care? Contact us at: jobinquiries@martinspoint.org

Martin’s Point Health Care is a progressive, not-for-profit organization providing care and coverage to the people of Maine and beyond. The organization operates six primary care health care centers in Maine and New Hampshire, accepting most major insurance plans. Martin’s Point also administers two health plans: Generations Advantage (Medicare Advantage plans available throughout Maine and New Hampshire), and the US Family Health Plan (TRICARE Prime® plan for active-duty and retired military families in northern New England, upstate New York, and western Pennsylvania). For more information, visit https://careers.martinspoint.org .