Job Description
Job Title: Grievance Analyst



Position Summary:

The Grievance 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.





Key Duties and 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...