Appeals Support Specialist

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

• Investigate, document and resolve member and provider appeals and inquiries related to appeals in accordance with State and/or Plan guidelines. Ensure all components of the appeal or request for information are researched and addressed.
• Assemble necessary information for the client so they may appropriately investigate an appeal when DentaQuest is secondary. If contracted to do so, also investigate the appeal and provide recommended outcome and appropriate correspondence.
• Monitor shared mailboxes and department e-mails to ensure cases are properly entered into department tracking system, and that requests are acknowledged and resolved timely and accurately.
• Manage workflow to meet department, Plan, State, and company goals and deadlines.
• Comply with and complete any client directives or overturns.
• Collaborate and partner with Complaint & Grievance team to resolve common issues oor trends.
• Take the lead in working with other internal departments/management team to ensure that any trends identified in appeals are communicated and rectified.
• Keep abreast of changes in market requirements and demonstrate expert knowledge in specific market nuances.
• Identify and resolve issues that are unusual and not consistent with standard workflows.
• Attend client or market meetings as assigned and share any new issues/changes that may be impactful.
• Establish and maintain professional relationships with Plan contacts.

• Contact involved provider office to obtain information to properly review the case. Document and summarize member's and provider's concerns / issues in a concise and easily readable format.
• Ensure all letter templates in use are correct and most recent versions are used.
• Identify areas for improvement or processes that are unproductive, time consuming, and/or inefficient and communicate that information to management.
• Other duties as assigned.

• High School Diploma or GED required.
• 1+ years experience in healthcare operations or appeals; or related field.
• Proficient with general computer software including Microsoft Excel, Word and Outlook.
• Excellent verbal, written, interpersonal, organizational and communication skills.
• Excellent research skills with ability to identify underlying issue(s) even if not articulated.
• Ability to remain calm and focused in a high pressure/high workload environment.
• Ability to work in a high stress environment.
• Ability to prioritize and organize multiple tasks with tight deadlines.
• Ability to remain organized with multiple interruptions.
• Ability to work overtime as needed or required to meet business objectives.
• Other duties, as assigned as they relate to complaints and grievances.

What you will bring with you:

• Previous experience in claims billing or prior authorizations
• Bachelor's degree in business, healthcare or equivalent
• Keyboarding skills.st recent versions are used.
• Identify areas for improvement or processes that are unproductive, time consuming, and/or inefficient and communicate that information to management.
• Other duties as assigned.
• Position Requirements

  Required:

• High School Diploma or GED required.
• 1+ years experience in healthcare operations or appeals; or related field.
• Proficient with general computer software including Microsoft Excel, Word and Outlook.
• Excellent verbal, written, interpersonal, organizational and communication skills.
• Excellent research skills with ability to identify underlying issue(s) even if not articulated.
• Ability to remain calm and focused in a high pressure/high workload environment.
• Ability to work in a high stress environment.
• Ability to prioritize and organize multiple tasks with tight deadlines.
• Ability to remain organized with multiple interruptions.
• Ability to work overtime as needed or required to meet business objectives.
• Other duties, as assigned as they relate to complaints and grievances.

• Preferred Qualifications

• Previous experience in claims billing or prior authorizations
• Bachelor's degree in business, healthcare or equivalent
• Keyboarding skills.

Salary Range: $37,900 - $51,200

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.comto request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.