What you can expect!
Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!
The Grievance & Appeals Nurse is responsible for working directly with the IPAs, Hospitals, internal IEHP departments, and the grievance team to ensure grievance and appeal cases are processed per the Grievance Policy & Procedures and Department of Managed Health Care (DMHC)/ Department of Health Care Services (DHCS)/ Center for Medicare and Medicaid Services (CMS) regulations and NCQA. Coordinate care of Members in conjunction with the Member’s PCP and IPA and/ or IEHP Team Members to provide continuous quality care and assist in the development of quality initiatives. The Grievance & Appeals Nurse serves as a resource person to IEHP personnel, as well as external practitioners and Providers. When designated, the Grievance and Appeals Nurse will also be responsible for triaging and assigning grievance and appeals cases to ensure timeliness and regulatory requirements are met.
Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.
IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.
Implement management of grievance and appeals cases ensuring compliance with state and federal guidelines, including Centers for Medicare, and Medicaid Services requirements
Ensure all team grievance and appeals cases are processed thoroughly and timely as outlined in IEHP policy and procedures and regulatory guidelines
Ensure all member grievance issues are investigated and care is coordinated appropriately and in adherence to Grievance and Appeals Policies and Procedures
Work closely with the Grievance and Appeals Team under the direction of the Grievance Nurse Leadership with Member Services, Provider Services, Compliance, Medical Services Departments, and DMHC/DHS/CMS in reviewing grievance issues
Review case coding to ensure it is accurate, assist in the resolution of member medical issues and assist with coordination of care with all practitioners, Providers and entities/agencies involved in the member’s care
Resolve medical grievances, in conjunction with IEHP staff, Grievance Management, and Providers, as applicable
Identify case issues, assist in developing quality initiatives, referrals to outside agencies, other system issues within Grievances and Appeals and referring to appropriate IEHP Team Members
Assist with interpreting departmental policies, procedures, regulations, benefits (including evolving benefits), and other processes for IEHP members
Serve as a subject matter expert for grievance and appeals and is a resource for clinical and non-clinical Team Members in expediting the resolution of outstanding issues
Maintain all grievance and appeals documentation according to external agency requirements. Serve as a resource for IEHP departments, as well as direct Grievance & Appeals Team Members
Notify Grievance & Appeals management of any identified trends related to contracted practitioners and Providers to assure continuity of care for identified IEHP members
Ensure clinical oversight of assigned Grievance and Appeals team cases, to include final nurse review of all Non-Quality of Care grievance and appeals cases and thorough investigation of all Quality-of-Care cases to be reviewed by IEHP Medical Director and designated Nurse Reviewer
Responsible for initial medical review and clinical oversight of all received team cases
Ensure all necessary follow up is tasked for completion by designated MedHOK business partners
Generate written correspondence to Providers, members, and regulatory entities utilizing approved templates with use of appropriate grammar and punctuation
Work with Team Members to support the protocols and goals of the department and the vision of the organization
Triage new cases to identify medical urgency and the potential need for Organizational Determination and notify the Immediate Needs team to ensure timely resolution
Complete Quality Assurance Reviews on all new grievance and appeal cases for correct classification, categorization, documentation of dates, source, line of business, requestor, and priority. Identify potential additional grievance or appeal cases necessary and open as needed
Audit daily reports to assure all grievance and appeal cases are captured and opened within regulatory timeframes. Ensure the log of all cases are opened and/or reviewed is maintained
When designated, assign new grievance and appeal cases to the appropriate team for investigation and resolution
Comply with mandated reporting obligations and serve as the first line to report allegations of physical and sexual abuse to the appropriate authorities
Prepare recommendations to either uphold or deny appeal using appropriate hierarchy criteria and forward to Medical Director for approval
Prepare files for Grievance and Appeals Committee reviews
Perform any other duties as required to ensure Health Plan operations and department business needs are successful
Start your journey towards a thriving future with IEHP and apply TODAY!
Telecommute (All IEHP positions approved for telecommute or hybrid work locations may periodically be required to report to IEHP’s main campus for mandatory in-person meetings or for other business needs as determined by IEHP leadership)
Automobile travel within the Inland Empire
USD $63,897.60 - USD $83,075.20 /Yr.
With a mission to heal and inspire the human spirit, Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans, the largest not-for-profit Medicare-Medicaid public health plan in the country, and for the fourth year in a row, certified as A Great Place To Work®. Founded in 1996, IEHP supports more than 1.5 million Riverside and San Bernardino County residents enrolled in Medicaid or IEHP DualChoice (those with both Medi-Cal and Medicare). As of 2024, IEHP also offers Covered California plans, further ensuring health care access for even more IE residents. Today, IEHP has a robust network of quality doctors throughout our two counties and nearly 4,000 team members who are fully committed to the vision: We will not rest until our communities enjoy optimal care and vibrant health. To learn more, go to iehp.org.
Comprehensive Benefits
Competitive salary and a benefits package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and retirement plan.
Mission: To heal and inspire the human spirit.
Vision: We will not rest until our communities enjoy optimal care and vibrant health.
Values: We do the right thing by: Placing our Members at the center of our universe; unleashing our creativity and courage to improve health and well-being; bringing focus and accountability to our work; and never wavering in our commitment to our Members, Providers, Partners, and each other.
Winning Team Culture
Certified as A Great Place To Work® four years in a row.
