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General Summary of Position
Responsible for day to day oversight and management of Intake, Clinical Appeals, Claims Appeals, Complaints, Grievances and Intake functions. The Manager of Appeals, Complaints and Grievances will be dedicated to delivering service and operational excellence through a focus on continuous improvement in the areas of contribution, competencies, and performance of the Intake, Appeals, Complaints and Grievances team. This role will be tasked with overseeing intake, the development and operational execution of all appeals (clinical and non-clinical), complaints and grievance processes in line with regulatory standards while enhancing quality and effectiveness. Additionally, the role will need to utilize advanced technical knowledge to resolve complex issues. This involves setting objectives, creating policies and procedures, determining approaches, allocating resources and managing inventory. Requirements: * Bachelor's in nursingRequired * DC and MD or Compact RN License Required * 3-5 years' experience in Utilization Management Required * 5-7 Years diverse clinical experience in a hospital or medical setting * 1-2 years Nursing Supervisory experience Required * 1-2 years' experience in grievances and appeals preferred Primary Duties and Responsibilities
Oversees and provides direction for Intake, Appeals (Clinical and Claims), Retrospective Review, Emergency Room Review, and Customer Service/Complaints/Grievances for all lines of business. Oversees and analyzes critical data and reporting as required by MedStar Family Choice for areas of responsibility. Ensures appropriate data collection and timely submission.Develops and contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Ensures compliance with hospital/facility policies and procedures and governmental/accreditation regulations.Actively participates with annual strategic planning objectives for MedStar Family Choice. Initiates innovative ideas and programs to improve quality while maintaining or reducing medical expense.Provides oversight to ensure that retrospective events, appeals, and complaints/grievances timeframes are in compliance with NCQA, EQRO, State of Maryland, District of Columbia, Federal, and any other applicable standards.Maintains working knowledge of MFC authorization rules for MD and DC and facilitates appropriate training to ensure that MFC associates, practitioners, facilities and vendors are aware of authorization rules.Acts as the clinical liaison with IT and subject matter expert for Appeals, Grievances, and Customer Service with respect to the clinical software system. Maintains close affiliation with the support service team to ensure the system operations meet departmental functions, troubleshoots issuers, coordinates testing for system upgrades and coordinates appropriate training for associates. Acts as a resource to staff using the software.Oversees the selection, orientation, training program, and assignment of new and current associates. Maintains up to date training manuals for assigned departments.Develops standards of performance, evaluates performance, and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs, provide feedback, discuss new developments and exchanges information.Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.Performs other duties as assigned.
Minimum Qualifications
Education
- Bachelor's degree in Nursing required
Experience
- 3-4 years Utilization management experience required and
- 5-7 years Diverse clinical experience in a hospital or medical setting required and
- 1-2 years 2 years supervisory experience required
- Additional experience with appeals and grievances preferred
Licenses and Certifications
- RN - Registered Nurse - State Licensure and/or Compact State Licensure Valid RN license in the State of Maryland upon hire and valid RN licensure in the District of Columbia (DC) prior to start date in position. Upon Hire required and
- CCM - Certified Case Manager Active Certified Case Manager (CCM) or CCM certification within 1 Year required
Knowledge, Skills, and Abilities
- Excellent verbal and written communication skills.
- Proficient in Microsoft Word, Excel, and PowerPoint.
This position has a hiring range of $100,588 - $190,340
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MedStar Health
Sep 08, 2025