Customer Support Specialist - Remote

RESPONSIBILITIES:
Kforce's client is looking for a Customer Support Specialist to join their team. This is a remote role, but candidates must reside in California.

Summary:
The Customer Support Specialist's primary function is to learn the specialty level appeals and grievances work supporting the higher level position in this class series to ensure positive outcomes for members. It will support the Appeals and Grievances team to receive, investigate, and resolve member and provider complaints and appeals; escalates complex issues or questions to leadership team as appropriate.

Duties:
* Primary function of this role is to learn the specialty level appeals and grievances work by resolving less complex cases to ensure positive outcomes for members (20%)
* Supports the identification, investigation and resolve administrative complaints, simple appeals while adhering to Center for Medicare and Medicaid Services (CMS), California Department of Health Care Services (DHCS), Department of Managed Health Care (DMHC), Managed Risk Medical Insurance Board (MRMIB) and National Committee for Quality Assurance (NCQA) standards and regulations (20%)
* Intakes, acknowledges, prepares case files and routes complaints to appropriate internal departments and external business partners for investigation and resolution, exercising strong independent judgment (20%)
* As assigned process accurately and in a timely manner the assigned cases; Escalates complex issues or questions to leadership as appropriate (20%)
* Actively participates in team meetings and provide recommendation for improvement as appropriate based on discoveries (10%)
* Performs other duties as assigned (10%)

REQUIREMENTS:
* High School diploma/or High School Equivalency Certificate
* Associate's degree
* 1+ years of experience in Managed Care working with Medicare, Medi-Cal and other State Sponsored programs
* Experience working with firm deadlines, able to interpret and apply regulations
* Must be organized, detail oriented, able to exercise strong independent judgment; poses conflict resolution and persuasion skills
* A team player with excellent communication and presentation skills, able to work effectively with various internal departments/service areas, plan partners, participating provider groups and other external agencies
* Proficient in MS Office applications including Word, Outlook and Excel
* Ability to provide confidentiality and professional customer service skills
* Ability to work under tight deadline
* Strong analytical, verbal, written and presentation skills, able to monitor and be compliant with strict regulatory deadlines
* Knowledge of Medical terminology and strong advocacy experience
* In-depth knowledge of DHCS, NCQA, CMS, DMHC regulatory and guidelines is preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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