Found Description
Position Summary
The Grievance Research Analyst is responsible for the timely and accurate research and resolution, within CMS guidelines, of customer complaints with added focus on root cause analysis and, when necessary, systemic and process correction recommendations. Identified resolutions will be communicated to customers verbally and/or in writing based on the method of delivery and customer request.
*Note that this is not a Call Center position
Responsibilities
- Accurately identify and document customer complaints based upon notes received from customer service, correspondence received from the customer, and/or review of the recorded customer interaction
- Utilize knowledge of program processes and systems to research assigned grievance cases in their entirety to identify the cause of received complaints and identify a resolution appropriate to the situation
- Convey the identified resolution to the customer or his/h...