Appeals Nurse (Full time Remote, North Carolina Based)

The Appeals Nurse is responsible for triaging member appeals related to Adverse Benefit Determinations of Physical Health and Pharmacy service requests (including determining if the appeal should be processed as expedited or within the standard resolution timeframes). The Appeals Nurse ensures clinical information related to appeals is directed to the appropriate physician to be reviewed based on medical necessity. The Appeals Nurse serves as a clinical resource for the Appeals Team is also responsible for analyzing and resolving member appeals in compliance with state regulations and Alliance’s Tailored Plan contract. The Appeals Nurse will also represent Alliance Health as the settlement authority during OAH Mediations.

This position is full-time remote opportunity. The selected candidate must reside in North Carolina.

Responsibilities & Duties

Triage Member Appeals

• Triage and prioritizes cases and other assigned duties to meet required turnaround times
• Gather, review, interpret and summarize documentation and additional information submitted in preparation for assignment of PH appeals to appropriate medical reviewer
• Prepare and present cases to Medical Directors for timely and accurate decisions

Provide Clinical Support to Appeals Team

• Utilize clinical knowledge of administrative codes, laws, statutes and Tailored Plan administrative regulations to assist in the development and the revision of policies and procedures related to the appeals process
• Provide support and oversight of the appeals process as it pertains to clinical criteria
• Identify potential quality of care issues, service or treatment delays and intervene as clinically appropriate
• Assist non-clinical staff in interpreting clinical documentation when applicable

Management of General Functions

• Ensure timely, customer-focused responses to pharmacy and physical health appeals, identify trends and emerging issues, report and recommend solutions
• Leverage critical thinking to identify trends within appeals and other functions
• Create actionable analysis and identify the most effective party to address any identified issues with minimal supervision
• Work independently to mediate complex relationships between multiple external and internal stakeholders so that all parties are satisfied with identified resolutions
• Utilize professional communication skills to provide information to internal and external stakeholders verbally and in writing
• Monitor timelines to ensure that quality assurance issues and reports are reviewed in a timely manner as to be most effective for agency processes
• Use analytical skills to define recommendations and improve practices

Management of Appeals (Pharmacy and Physical Health Appeals)

• Determine member eligibility, benefits, and medical history related to the service in question 
• Research appeal files for completeness and accuracy and investigate deficiencies
• Accurately and completely prepare cases for medical and administrative review 
• Interact with market/client contacts, as well as various internal departments (i.e. Legal and Medical)
• Investigate and resolve complaints and grievances submitted because of the appeals process
• Ensure internal & regulatory timeframes are met for all appeals
• Conduct monthly Peer Reviews of appeal cases to ensure the integrity of the appeal process
• Monitor the effectuation of all resolution/outcomes resulting from internal appeals as well as all appeals reviewed through the at the Office of Administrative Hearings (OAH)
• Serve As Alliance Health settlement authority during OAH Mediations
• Review policies and procedures and makes recommendations for changes/edits in alignment with current guidelines and requirements
• Collaborate with internal staff to ensure all relevant information is available for consideration

Compliance

• Comply with appeals and quality improvement policies and procedures, laws and regulations, state standards

Minimum Requirements

Education & Experience

Required:

Graduation from an accredited Nursing school and three (3) years of healthcare experience. Must be licensed in North Carolina as a Registered Nurse.

Preferred: 

Bachelor’s degree in nursing. Prior appeals experience in Managed Care.

Knowledge, Skills, & Abilities

• Knowledge of Federal and State regulations on Behavioral Healthcare appeals processes
• Knowledge on medical records practices and records keeping practices
• Knowledge of legal proceedings including mediation, administrative law courts, and other legal processes
• Demonstrated proficiency in personal computer use and MS Excel
• Proficient in Utilization Review process including benefit interpretation, contract language, medical and policy review
• Must have good oral, written, and graphic presentation skills
• Must demonstrate understanding of data analysis and techniques
• Demonstrated ability to learn new software and user capabilities
• Ability to integrate programmatic information into required data sets for analysis and interpretation
• Ability to work well with others in a fast-paced, and sometimes stressful, environment
• Experience with customer service, provider relations or similar activities is preferred
• Experience working with individuals with mental health, substance abuse issues, and/or intellectual disabilities preferred

Salary Range

$66,240 - $89,424/Annually

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity. 

An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility