Banner Health Grievance and Appeals Coordinator, Banner Plans & Networks Remote in Arizona, Arizona

December 1, 2023

Job Description

Primary City/State:

Arizona, Arizona

Department Name:

Work Shift:


Job Category:

General Operations

Here for everyone. At Banner Health, we value and celebrate equity, diversity and inclusion. We care about you, your career and your future. If you’re looking to leverage your abilities – you belong at Banner Health.

Banner Health has been recognized by Becker’s Healthcare as one of the 150 top places to work in health care. In addition, we recently made Newsweek’s list of America’s Greatest Workplaces 2023 for Diversity. These recognitions reflect Banner Health’s investment in team members’ professional development, wellness benefits, and continued education. It highlights our commitment to advocating for diversity in the workplace, promoting work-life balance, and boosting employee engagement.

As a Health Plans Grievance and Appeals Coordinator, you will work as part of our Banner Plans & Networks Team. You will be working provider claims disputes, intaking items, routing and sorting, creating letters, claims research, dispute resolutions, completing provider outreach and other projects determined by the needs of the business.

In this role, you will primarily be working in a remote setting. However, in office work may be required from time to time in the Phoenix, AZ or Tucson, AZ corporate offices. Work shifts will be 8:00 a.m.-4:30 p.m. Monday-Friday. Holiday shift needs are based on staffing and regulators requirements. Some holiday work may be required. If this role sounds like the one for you, Apply Today!


This position handles member and provider grievances, standard appeals and claim disputes. This position will act as a key advocate and contact for HP members with general health care and accessibility concerns and inquiries on the various levels of the grievance and appeals process.


  1. Determines which claim disputes meet acceptable claim dispute criteria, specifically screening for Untimely claims and Resubmissions; maintains a log, categorizes and tracks all received documents, notices, returned receipts; decides and responds to those appeals and claim disputes not meeting criteria with appropriate correspondence and routing. Assists in resolving member questions and concerns regarding the health care system in an effort to prevent the need for members to file formal grievances or appeals.

  2. Enters all accepted appeals and claim disputes and its corresponding information into the CRM; creates and maintains case files, including appropriate review sheets for Medical Review and/or Claim Review according to policy, AHCCCS, HCG, and CMS regulations; updates CRM for ongoing cases with responses from reviewers. Assesses individual cases and documents in various CRM programs for pertinent information for referral and/or transmission to co-workers.

  3. Ensures all appeals and claim disputes are acknowledged, by official correspondence, within AHCCCS, HCG, and CMS contractual timelines; protects the confidentiality of member information and other information. Facilitates, communicates and accepts input regarding member and provider appeal information from appropriate individuals that would include employees, providers, Medical Director, Plan Administrator, RNs, Risk Management, attorneys, AHCCCS, HCG, CMS and others.

  4. Responds to all incoming phone calls, researches and resolves member and provider questions and concern regarding grievances, appeals and claim disputes. Opens, reviews, researches (if necessary), date stamps and routes or responds to all incoming mail. Responds in an expedient manner that is consistent with the mission and values of UAHN and in support of related regulations and policies and procedures to member, staff and physician grievances, appeals and claim disputes with minimal supervision.

  5. Creates and submits all resolution and extension correspondence, utilizing appropriate Arizona Revised Statues, Arizona Administrative Code, Code of Federal Regulations, and other supporting regulatory policies and statutes for all UAHP managed plans. Self-audits daily to ensure compliance with regulatory requirements.

  6. Recognizes, facilitates and gathers relevant medical records, coding and claim documentation that is required for the reviewers to fully investigate grievances, appeals, and claim disputes. Responsible for trouble shooting, identifying, and resolving special handling requirements related to grievance and appeal issues.

  7. Reports at Grievance/Appeals meetings, as appropriate, all incoming, attended and scheduled State Fair Hearings.

  8. Works internally with other departments in order to facilitate timely responses and inquiries, and assists with workgroups as requested. Provides technical expertise to other departments regarding grievances, appeals and claim disputes.

  9. This position works under supervision, prioritizing data from multiple sources to provide quality care and support. Incumbents work in a fast-paced, sometimes stressful environment with a strong focus on customer service. Interacts with staff at all levels throughout the organization.


High school diploma/GED or equivalent working knowledge. Two years of work experience in health care related field or experience managing projects/initiatives, or an equivalent combination of education and experience.

Knowledge of AHCCCS, HCG and/or CMS regulations. Knowledge of MS Word, Excel and Microsoft Office Suite required. Knowledge of Medical terminology claims processing guidelines, and CRM & IDX. Knowledge of grievance, appeal and claim dispute processes.

Strong interpersonal, organizational and problem-solving skills. Strong oral and written communication skills required. Ability to work independently ensuring all deadlines/timelines are met and to work with various levels of healthcare professionals. Ability to be flexible and work on a variety of projects simultaneously under tight time constraints. Strong analytical, critical-thinking and time management skills. Strong organizational skills and ability to prioritize multiple tasks daily. Ability to quickly identify, summarize and present (verbally and orally) options to issues which may arise, and to consistently meet and exceed regulatory reporting requirements for all lines of business.


Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans (

Our organization supports a drug-free work environment.

Privacy Policy (


Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability


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