Customer Solution Center Appeals and Grievances Specialist I (ALD)

Job Category:  Customer Service
Department:  CSC Appeals & Grievances

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  9640

Salary Range:  $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)


Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Customer Solution Center Appeals and Grievances Specialist I primary function is to learn the specialty level appeals and grievances work supporting the higher level position in this class series to ensure positive outcomes for members. It will support the Appeals and Grievances team to receive, investigate and resolve member and provider complaints and appeals; escalates complex issues or questions to leadership team as appropriate.

The position is responsible for maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting noncompliance, adhering to company policy and procedures, including accreditation requirements, applicable federal, state and local laws and regulations.


Primary function of this role is to learn the specialty level appeals and grievances work by resolving less complex cases to ensure positive outcomes for members. (20%)

Supports the identification, investigation and resolve administrative complaints, simple appeals while adhering to Center for Medicare and Medicaid Services (CMS), California Department of Health Care Services (DHCS), Department of Managed Health Care (DMHC), Managed Risk Medical Insurance Board (MRMIB) and National Committee for Quality Assurance (NCQA) standards and regulations. (20%)

Intakes, acknowledges, prepares case files and routes complaints to appropriate internal departments and external business partners for investigation and resolution, exercising strong independent judgment. (20%)

As assigned process accurately and in a timely manner the assigned cases. Escalates complex issues or  questions to leadership as appropriate.(20%)

Actively participates in team meetings and provide recommendation for improvement as appropriate based on discoveries. (10%) 

Performs other duties as assigned. (10%)

Duties Continued

Education Required

High School Diploma/or High School Equivalency Certificate

Education Preferred

Associate's Degree


At least 1 year experience in Managed Care working with Medicare, Medi-Cal and other State Sponsored programs.

Experience working with firm deadlines, able to interpret and apply regulations.  


Must be organized, detail oriented, able to exercise strong independent judgment; poses conflict resolution and persuasion skills.  

A team player with excellent communication and presentation skills, able to work effectively with various internal departments/service areas, plan partners, participating provider groups and other external agencies.
Proficient in MS Office applications including Word, Outlook and Excel. 

Ability to provide confidentiality and professional customer service skills. 

Ability to work under tight deadline.

Strong analytical, verbal, written and presentation skills, able to monitor and be compliant with strict regulatory deadlines. 

Knowledge of Medical terminology and strong advocacy experience.

In depth knowledge of DHCS, NCQA, CMS, DMHC regulartories and guidelines.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market.  The range is subject to change.


L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)


Nearest Major Market: Los Angeles

Job Segment: Medicare, Medicaid, Healthcare