Workplace Diversity
Customer Solution Center Appeals and Grievances Nurse Specialist RN II

Customer Solution Center Appeals and Grievances Nurse Specialist RN II

locationLos Angeles, CA 90017, USA
PublishedPublished: 12/8/2023

Salary Range:  $88,854.00 (Min.) - $115,509.00 (Mid.) - $142,166.00 (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 (A&G) Nurse Specialist Registered Nurse (RN) II provides direct assistance to member's with health care access or benefit coordination issues, ensuring that clinical grievances, complaints and complex issues are investigated and resolved to the member's satisfaction in a manner consistent with L.A. Care, Centers of Medicare and Medicaid Services (CMS) and regulatory guidelines. Benefit coordination may involve coordinating multiple L.A. Care products, Fee for services (FFS )Medi-Cal/Medicare, or commercial insurance. 


Conducts intake/triage and appropriate classification of Clinical A&G, and Pharmacy requests and makes accurate judgment on appeal, grievance, Provider Claim Disputes, medical records or other issues and follows procedures on how to handle each type of request and route to the appropriate area within the department.

Investigation, and resolution of clinical member complaints (grievances/appeals) utilizing all regulatory requirements.  Investigation, and resolution of clinical Provider Complaints/ Provider Data Resolution (PDR) (grievances/appeals) utilizing regulatory and internal guidelines and Service Level Agreement (SLA). Identification of Expedited Cases and resolution within 72 hours.

Work with the external providers and Participating Physician Group's (PPG) representatives to obtain relevant medical records and communication documentation.

Investigation and preparation of State Fair Hearing cases as assigned. Prepare resolved complaint files for CMS external review organization - Quality Improvement Organization (QIO)  or Independent Review Entity (IRE).

Conduct reviews and present to physicians, provider disputes which would be based on medical necessity reviews. Prepare authorizations, after approval by the Medical Director.

Perform other duties as assigned.

Duties Continued

Education Required

Associate's Degree in Nursing

Education Preferred

Bachelor's Degree in Nursing


At least 5-7 years of experience in Clinical Nursing and 2 years in Medicare/ Medicaid in a managed care/ health plan environment. 

Good working knowledge of regulatory requirements/standards. 


Excellent interpersonal and communication skills. 

Computer literacy and adaptability to computer learning. 

Time management and priority setting skills.

Must be organized and a team player 

Able to work effectively with various internal departments/service areas, L.A. Care's plan partners, participating provider groups, and other external agencies.

Licenses/Certifications Required

Registered Nurse (RN) - Active, current and unrestricted California License

Licenses/Certifications Preferred

Required Training

Physical Requirements


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)