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Supervisor, Customer Solution Center Appeals and Grievances (A Limited Duration)

Job Category:  Customer Service
Department:  CSC Appeals & Grievance

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  8071

Salary Range:  $77,265.00 (Min.) - $100,445.00 (Mid.) - $123,625.00 (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.

As a condition of employment, L.A. Care requires a COVID-19 vaccine. This requirement includes our remote workforce. If you would like to request an exemption, L.A. Care has implemented a process to consider exemptions, for documented medical conditions and sincerely held religious beliefs. L.A. Care will review all exemption requests prior to proceeding with the recruitment process.

Job Summary

The Supervisor, Customer Solution Center Appeals & Grievances is responsible for direct supervision and support of the team responsible for the intake, research, resolution, tracking, trending and reporting within the Appeals & Grievances department. This position will be accountable for leading and directing the work for the Appeals & Grievances department by monitoring the research, negotiation and resolution of all types of appeals and grievances to ensure thorough investigations are completed as outlined in the company policies and procedures. Provides support and ownership of cases identified as escalated, complex and/or multi-issue appeals and grievances on an as needed basis. Collaborates with internal departments to ensure timely resolution. This position will be responsible for analyzing and trending for all appeals and grievances. Responsible for the development and maintenance of the appeal and grievance Policies and Procedures, workflows, Member correspondence, and training as needed, or on an annual basis. 


Evaluates daily reports to ensure individual and team Key Performance Indicators (KPIs), SLAs, Performance Scorecards meet regulatory requirements.        

Provide direction to staff for complex/sensitive member and provider inquiries, concerns, complaints, appeals, and grievances. Conduct weekly 1:1s with direct reports.
Builds and maintains strong working relationships with internal departments involved in appeal and grievance resolution.        

Development, maintenance and implementation of P&Ps, workflow and training.      
Audit preparation and providing recommendations for Corrective Action Plans from state regulatory agencies.


Performs other duties as assigned. 

Education Required

Bachelor's Degree
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Master's Degree


At least 3-5 years in a healthcare setting in Grievances and Appeals, Compliance, Claims or Call Center.


At least 2-3 years lead/supervisory experience.


Previous experience in Managed Health, preferably in Customer Service, Appeals and Grievances and/or Claims.


Ability to manage and organize large volumes of data.


Knowledge of regulatory and accreditation entities and their requirements.


Excellent verbal and written communication skills and interpersonal skills.


Good working knowledge of licensure and regulatory requirements, and accreditation standards.


Ability to work independently.


Ability to solve complex issues and identify creative solutions.


Computer ease and literacy with Microsoft Office (Word, Excel, Power Point, Access,  and Visio).

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information


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)


At L.A. Care, we value our team members’ safety. In order to keep our work locations safe, each employee is required to self-screen for symptoms prior to entering any L.A. Care location each day. L.A. Care and all of its staff are required to comply with all state and local masking orders. Therefore, when on-site at any L.A. Care location, employees are expected to wear a mask in areas where physical distancing cannot be managed.

Nearest Major Market: Los Angeles

Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Claims, Customer Service, Insurance

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