Grievance Nurse, LVN (Remote)

Under the general direction of the Grievance & Appeals Nurse Manager and Grievance Supervisor, the Grievance Nurse, LVN is responsible for working directly with the IPAs, Hospitals, internal IEHP departments, and the grievance team to ensure grievance cases are processed per the Grievance Policy & Procedures and Department of Managed Health Care (DMHC)/ Department of Health Care Services (DHCS)/ Center for Medicare and Medicaid Services (CMS) regulations. Coordinate care of Members in conjunction with the Member’s PCP and IPA and/ or IEHP Team Members to provide continuous quality care and assist in the development of quality initiatives. The Grievance Nurse, LVN serves as a resource person to IEHP personnel, as well as external practitioners and Providers. When designated, the Grievance and Appeals Nurse, LVN will also be responsible for triaging and assigning grievance and appeals cases to ensure timeliness and regulatory requirements are met.

1. Maintain working knowledge of regulatory guidelines surrounding Grievances per CMS, DHCS, and DMHC. 
2. Understand Member and Provider legal rights to access the grievance resolution process, within the respective Provider Organization, DHCS, DMHC, and CMS and IEHP.
3. Implement management of Grievance and Appeals cases ensuring compliance with state and federal guidelines, including Centers for Medicare and Medicaid Services requirements. 
4. Work closely with the Grievance Team under the direction of the Grievance Nurse Leadership with Member Services, Provider Services, Compliance, Medical Services Departments, and DMHC/DHS/CMS to ensure all Member grievance issues are investigated, and care is coordinated appropriately and in adherence to Grievance and Appeals Policies and Procedures.
5. Grievance Nurse is to review case coding to ensure it is accurate, assist in the resolution of Member medical issues and assist with coordination of care with all practitioners, Providers and entities/agencies involved in the Member’s care.
6. Responsible for resolving medical grievances, in conjunction with IEHP staff, Grievance Management, and Providers, as applicable.
7.  Responsible for identifying case issues, assist in developing quality initiatives, referrals to outside agencies, other system issues within Grievances and Appeals and referring to appropriate IEHP Team Members.
8. Grievance Nurse shall assist with interpreting departmental policies, procedures, regulations, benefits (including evolving benefits), and other processes for IEHP Members.
9. Responsible for serving as a resource for IEHP departments, as well as direct Grievance & Appeals Team Members.
10. Grievance Nurse shall notify Grievance & Appeals management of any identified trends related to contracted practitioners and Providers to assure continuity of care for identified IEHP Members.  Responsible for initial medical review and clinical oversight of all received team cases.
11. Responsible clinical oversight of assigned Grievance and Appeals team cases, to include final nurse review of all Non-Quality of Care Grievance and Appeals cases and thorough investigation of all Quality-of-Care cases to be reviewed by IEHP Medical Director and designated Nurse Reviewer.
12. Ensure all team Grievance and Appeals cases are processed thoroughly and timely as outlined in IEHP policy and procedures and per regulatory guidelines.
13. Ensure all necessary follow up is tasked for completion by designated MedHOK business partners.
14. Generates written correspondence to Providers, Members, and regulatory entities utilizing approved templates with use of appropriate grammar and punctuation. 
15. Responsible for working with Team Members to support the protocols and goals of the department and the vision of the organization.

16. Triage new cases to identify medical urgency and the potential need for Organizational Determination and notify the Immediate Needs team to ensure timely resolution.  Under triage responsibilities ensure the following:
 a. Complete Quality Assurance Reviews on all new grievance and appeal cases for correct classification, categorization, documentation of dates, source, line of business, requestor, and priority. Identify potential additional grievance or appeal cases necessary and open as needed.
 b. Audit daily reports to assure all grievance and appeal cases are captured and opened within regulatory timeframes. Ensure log of all cases opened and/or reviewed is maintained.
 c. Assign new grievance and appeal cases to the appropriate team for investigation and resolution.
17. Comply with mandated reporting obligations and serve as the first line to report allegations of physical and sexual abuse to the appropriate authorities.
18. Prepare recommendations to either uphold or deny appeal using appropriate criteria hierarchy and forwards to Medical Director for approval.
19. Prepare files for Appeals Committee reviews.
20. Serves as a subject matter expert for appeals and is a resource for clinical and non-clinical Team Members in expediting the resolution of outstanding issues.  Maintain all appeals documentation according to external agency requirements.
21. Demonstrate a commitment to incorporate LEAN principles into daily work.

Two (2) years or more case management, utilization management in managed care setting or related experience in a health care delivery setting.

Experience in an HMO or experience in managed care setting preferred.

High school diploma or GED required.

Possession of an active, unrestricted, and unencumbered Vocational Nurse (LVN) license issued by the California Board of Vocational Nursing and Psychiatric Technicians required.

Knowledge of outside agencies and resources such as; CCS, CMS, DMHC, or DHCS.

Microcomputer applications: spreadsheet, database, and word processing. Excellent written and verbal communication skills.

Ability to demonstrate critical thinking and strong problem-solving capability. Strong attention to detail.  Ability to prioritize work to ensure adherence to project deadlines. Ability to effectively escalate issues as identified, following established protocols. Positive attitude and ability to work in a team setting.

The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Word processing and data entry involving computer keyboard and screens, automobile travel within the Inland Empire. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position is eligible for telecommuting/remote work location model upon completing the necessary steps and receiving HR approval. The incumbent approved to telecommute may periodically be required to report to IEHP’s main campus for mandatory in-person meetings or for other business needs determined by IEHP leadership.