Appeals & Grievances Representative - San Juan, PR,

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Positions in this function are responsible for providing expertise or general support to teams in reviewing, researching, investigating, negotiating and resolving all types of appeals and grievances. This position will communicate with appropriate parties regarding appeals and grievance issues, implications and decisions. In addition, analyze and identifies trends for all appeals and grievances. Primary ResponsibilitiesManage and resolve healthcare appeals work type in accordance with regulatory guidelines, client policies, and internal standards. Ensure timely resolution to meet required deadlinesCollect, review, and validate supporting documentation for appeals.

Conduct thorough research to ensure accurate and fair case resolutionsShare and submit reports on case status, resolution times, and appeal to supervisors and other relevant stakeholdersTriage requests and determine the type of work receivedDetermine where specific appeals should be reviewed/handled, or routed to other departmentsClassify and set up the case in the appeals systemEnsure accurate data entry based on researchEnsure all required documentation exists before proceeding with the appealIdentify and obtain additional information needed to make an appropriate determinationDetermine if appeal review is clinical or administrativeResearch and make appropriate decisions on administrative cases Coordinate with business partners to obtain decisions when appropriateReview member benefit information, provider specific information/contracts, claims, applicable SOPs, nuance grid, delegation status, state specific and national policies and procedures in order to make accurate decision on the caseEnsure correct letter template is utilized and complete template with appropriate information and rationaleSelect correct attachment and/or enclosure(s) and add to letter templateSend out completed and timely written notification letter within appeal requirementsMay make verbal outreaches to providers/membersPrioritize work based on due date and run applicable work list reports to monitor workloadPlan, prioritize, organize, and complete work to meet established and required timeframesSolve moderately complex problems on ownEmployees are required to complete all work within the required timeframes and ensure all written and verbal communications are completed timely, accurately, and professionallySupervision guidance may be needed for higher level tasksMeet quality and productivity expectationsMay coordinate work of other team membersOther duties may applyENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION***You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications1+ years of experience in a production environmentExperience in an office setting environment using the telephone and computer as the primary instruments to perform job dutiesExperience with Microsoft Tools:

Microsoft Word (creating memos, writing), Microsoft Outlook (setting calendar appointments, email) and Microsoft Excel (creating spreadsheets, filtering, navigating reports)Bilingual proficiency in English & Spanish (verbal and written)Ability to work 40 hours / week during standard business operating hours Monday - Saturday from 7am - 7pm AST (It may be necessary, given the business need, to work occasional overtime on weekends and holidays)Preferred QualificationsExperience working or triaging appealsExperience with ISET, ICUE, FACETS, MACESS, ATSBehavioral Health claims experienceDemonstrated familiarity with Managed Behavioral Health terminologyAt UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone.

We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.