Blue Cross Blue Shield of Arizona

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Registered Nurse Medical Appeals and Grievance Specialist I-III

at Blue Cross Blue Shield of Arizona

Posted: 11/28/2019
Job Reference #: 5473

Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

 Responsible for utilizing clinical acumen and managed care expertise related to researching, resolving and responding to requests for member and provider appeals, grievances, reconsiderations and corrected claims for all lines of business with emphasis on privacy, accuracy, meeting all regulatory and compliance timelines.

Level I

  • Perform in-depth analysis, clinical review and resolution of provider appeals/inquiries, corrected claims and subscriber reconsiderations, member appeals, corrected claims and provider grievances for all lines of business
  • Identify, research, process, resolve and respond to customer inquiries primarily through written / verbal communication.
  • Respond to a diverse and high volume of health insurance appeal related correspondence on a daily basis.
  • Analyze medical records and apply medical necessity criteria and benefit plan requirements to determine the appropriateness of appeal, grievance and reconsideration requests.
  • Maintain complete and accurate records per department policy.
  • Meet quality, quantity and timeliness standards to achieve individual and department performance goals as defined within the department guidelines and required by State, Federal and other accrediting organizations.
  • Demonstrate ability to apply plan policies and procedures effectively.
  • Consult and coordinate with various internal departments, external plans, providers, businesses, and government agencies to obtain information and ensure resolution of customer inquiries.
  • Attend staff and interdepartmental meetings.
  • Participate in continuing education and current developments in the fields of medicine and managed care.
  • Maintain all standards in consideration of State, Federal, BCBSAZ and other accreditation requirements.
  • Maintain productivity and accuracy goals based on regulatory requirements, accreditation standards, and service level agreements.
  • Demonstrate ability to acquire specialized knowledge to complete all types of level one appeals, grievances and corrected claims for local lines of business using appropriate benefit plan booklet, administrative guidelines and policies, medical criteria guidelines, claims research, provider contracts and fee schedules, communication records research and precertification research.
  • Articulate to customers a variety of information about the organization’s services, including but not limited to, contract benefits, changes in coverage, eligibility, claims, BCBSAZ programs, and provider networks.
  • Adheres to BCBSAZ brand promise of being a “Trusted Advisor” by walking in the customers shoes including processing work using the principles of easy, effective, emotional

level II

  • Ability to demonstrate specialized knowledge to administer Federal Employee Program (FEP)inquiries, appeals, grievances and sub-reconsiderations using appropriate service benefit plan provisions, and internal policies, medical criteria guidelines, claims research, provider contracts and fee schedules, communication records research, and precertification research.
  • Ability to demonstrate specialized knowledge to perform reviews for local lines of business, Blue Card Home member appeals and grievances, and Blue Card Host provider grievances. MAG Clinicians also support FEP for member reconsiderations, provider appeals, corrected claims and inquiries.

level III

  • Ability to demonstrate specialized knowledge to complete all Levels of Medical Appeals and Grievance (MAG) cases (Initial internal, voluntary internal and external review appeals and grievances).
  • Under minimal direction, lead interdepartmental meetings and oversee special projects as assigned.
  • Assist in developing new policies and procedures, desk levels, and job aids as needed.
  • Assist in training new staff and provide ongoing training for existing staff as needed.
  • Assist in distribution of staff Flow Manager case assignments.
  • Identify and recommend process improvements.


BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Skill / Requirements

Required Work Experience   Level 1 Level 2 Level 3     1 year 3 years 5 years   Experience in clinical and health insurance or other healthcare related field   1 years 2 years   Managed care experience with a focus in Utilization Management (UM), Prior Authorization (PA), Claims, Case Management and/or Medical Appeals and Grievance (MAG)             Required Education Associate’s Degree in a healthcare field of study or Nursing Diploma (Applies to All Levels)   Required Licenses Active, current, and unrestricted license to practice in the State of Arizona (a state in the United States) or a compact state as a Registered Nurse (RN   Required Job Skills Intermediate PC proficiency (All Levels) Intermediate skill using office equipment, including copiers, fax machines, scanner and telephones (All Levels) Required Professional Competencies Maintain confidentiality and privacy Advanced clinical knowledge Practice interpersonal and active listening skills to achieve customer satisfaction Compose a variety of business correspondence Interpret and translate policies, procedures, programs and guidelines Capable of investigative and analytical research Navigate, gather, input and maintain data records in multiple system applications Follow and accept instruction and direction Establish and maintain working relationships in a collaborative team environment Organizational skills with the ability to prioritize tasks and work with multiple priorities under limited time constraints Independent and sound judgment with good problem solving skills Ability to assist in training of new and existing staff (Applies to Levels 3 and 4) Required Leadership Experience and Competencies Ability to revise departmental policies and procedures and desk levels as well as develop new policies and procedures and desk levels as needed (Applies to Levels 3 and 4) Proven leadership and assistance through positive reinforcement of processes and company policies (Applies to Levels 3 and 4.)  

Application Instructions

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