Complaint & Appeals Analyst; reside in Arizona

Position Summary

• Verify caller enrollment status with Mercy Care Plan.
• Collect and document accurate demographic information from members/callers, as well as from Mercy Care systems.
• Confirm details such as whether members receive special assistance (applicable to members with serious mental illness).
• Utilize the Quick Base database to complete intake forms, ensuring documentation of members’ reasons for calling is thorough and precise.
• Provide empathetic and compassionate support to all callers.
• Assist with special projects as assigned.

• Must reside in Arizona.
• At least 6 months of experience with Medicare and Medicaid programs.
• At least 6 months of experience with behavioral health systems related to individuals with serious mental illness.
• Proficiency with typing and basic computer knowledge.
• Ability to navigate multiple systems to retrieve data during calls.
• Ability to critically assess the information provided by callers to ensure completeness and accuracy.
• Call center/medical call center experience.

• Resides in Maricopa or Pinal Counties, Arizona.
• Excellent communication skills.
• Strong critical thinking skills.
• Ability to multitask and stay organized.

• High school diploma or GED

Anticipated Weekly

Hours:

40

Time Type:
Full time

The typical pay range for this role is: $17.00 - $28.46

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.