Job Description

Job Summary

Pay Range: $37,715 - $54,447 Note: Individuals typically begin between the minimum to middle of the pay range
Provide non-clinical support of HMSA\'s Utilization Management (UM) program (e.g., preservice reviews, post payment reviews, hospital admissions, FUMP, etc.) through the evaluation, processing and documentation of clinical review requests in accordance to regulatory and government requirements for each lines of business. Provide professional servicing to our providers (and member) communities in a timely and accurate manner.
Duties and Responsibilities

• Evaluation, interpretation, and processing of clinical review requests to include but not limited to applying the following requirements:
  
  • Validation that requests has met submission requirements based on accreditation / governmental regulation requirements.
  • Educate and/or communicate with provider offices on appropriate procedures.
  • Application of internal policies and procedures, contractual provisions, and regulatory requirements.
  • Multi-system validation of member specific eligibility, benefit and provider requirement for selected service(s) based on member\'s primary line of business.
  • Utilization of various resources to confirm HMSA\'s clinical review requirements; as required, educate and/or respond to provider office with outcome.
  • Creation of the electronic file within the Utilization Management (UM) management system for review.
  • Adhering to the guidelines and processes for management of documents within the Fax Manager Application (FMA).

• Process vendor authorization files to reflect the appropriate decisions within HMSA\'s system to appropriately and accurately impact claims processing to include but not limited to the following:
  
  • Researching, validate and update existing authorizations based on extensions, peer to peer reviews and updates requested from provider community.
  • Monitoring and addressing errors as a result of the request program load feature.
  • Notify and/or communicate issues associated with authorization files with unit coordinator, supervisor or UM Solutions Administrator.

• Resolve, document and accurately respond to inquiries, issues or complaints received telephonically from provider (and members) by:
  
  • Application of Ulysses Call Strategy servicing skills.
  • Researching multiple system and/or online document resources
  • Contacting unit leads or resources for additional explanation.
  • Triage and transfer calls to appropriate areas upon request or require a subject matter expert (SME).
  • Escalate calls as appropriate taking into account urgency, customer\'s level of concern, knowledge required to respond in an accurate manner.

• Processing of the Aerial to QNXT (A2Q) error / balance reports by:
  
  • Accurately building UMD documents within QNXT to support the claims processing activities.
  • Notify and/or communicate issues associated with A2Q process to unit coordinator, supervisor or UM Solutions Administrator.

• Monitor and processing of clinical review requests received via online authorization tool by:
  
  • Applying internal policies and procedures, contractual provisions and regulatory requirements.
  • Multi-system validation of member specific eligibility, benefit and provider requirement for selected service(s) based on member\'s primary line of business.
  • Triaging and distribution of the cases to the respective units taking into account type of service, place of treatment, provider relationship and line of business.

• Performs all other miscellaneous responsibilities and duties as assigned or directed.

• Associate\'s degree or equivalent combination of education and work experience.

• Good customer service skills.

• Working knowledge of basic office equipment.

• Strong verbal communication skills.

• Good written communication skills to document actions/conversations with customers clearly and precisely.

• Understanding of CPT/HCPCS coding and medical terminology.

• Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, and Outlook.