Appeals and Grievances Specialist

Client : Non-Profit/Insurance Group

Title : Appeals and Resolutions Specialist/Grievances Officer/Appeals Officer/Grievances Manager/Appeals Manager/Escalations Manager/Escalations Coordinator/Escalations Officer/Resolution Specialist/Resolution Coordinator

Duration : 6 Months

Location: Lakewood, CA 90712 or Washington, DC 20049

Job Description:

The ideal candidate should have a strong background in customer service, particularly in a call center environment. The ability to adapt to a fast-paced and dynamic work environment is crucial, as well as having the capacity to work well under pressure. Ability to manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels. Communicates professionally and confidently with Senior Leadership, Members of the Board, and management. Must be able to creatively and confidently problem solve, balancing the needs of the member with the constraints of the Association. Exhibits a keen attention to detail, ensuring that work product is factually accurate and written with both the personal brand of senior leadership as well as the client brand in mind. Individual must possess the skills required to compile reports and provide analysis. Must be able to effectively collaborate, initiate action and adapt to change. Able to make tough decisions and accept challenging assignments.

DESIRED EDUCATION, WORK EXPERIENCE AND COMPETENCIES:

• Completion of a Bachelor’s degree in Business or Communications and a minimum of 6 years of relevant experience in a correspondence or contact center environment or an equivalent combination of training and experience related to the duties of the position.
• Ability to multitask and work efficiently in a fast-paced setting
• Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint.
• Able to navigate and interpret company software and knowledge-based tools.
• Outstanding written and oral communication skills.
• Excellent problem solving and analytical skills.
• Ability to achieve a strong understanding of client’s policies, procedures and issue stances with a designated timeframe.
• Ability to work in a team environment that is fast paced and results oriented while achieving performance standards.
• Strong ownership mindset and resolve to follow-through.
• Ability to work flexible shifts as well as flexibility to handle out of hours activity.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.