Quality Management Coordinator

The Grievance Coordinator is an in-office position, responsible for assisting with the preparation of dental records (charts and x-rays), opening new grievances, and managing payer and dental board complaints. This position ensures all grievances and appeals are processed in a timely manner and that data is entered accurately. The QM Coordinator plays a key role in maintaining member satisfaction, regulatory compliance, and quality improvement initiatives.

• Receive, document, and acknowledge grievances and appeals within required timeframes.
• Investigate complaints involving dental benefits, claims processing, provider services, and quality-of-care concerns, including research and follow-up with dental offices.
• Prepare dental records, including patient and office history, dental ledgers, and clinical documentation.
• Collaborate with internal teams, including the Grievance Coordinator and Sr. Manager of QM, to ensure proper handoff and resolution of grievances.
• Respond professionally and accurately, using proper grammar, to entities submitting complaints.
• Track and monitor open cases to ensure compliance with regulatory deadlines, including state Department of Insurance, CMS, payer guidelines, and NCQA standards.
• Maintain detailed and accurate documentation in the grievance tracking system and prepare reports on trends and outcomes as requested.
• Identify systemic issues or trends and recommend process improvements to enhance member, provider, and payer experiences.
• Support audits, compliance reviews, and quality improvement initiatives as needed.
• Educate teammates and others on grievance and appeals procedures to promote consistency and prevent recurrence of issues.
• Perform additional duties as needed to support the department.
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Skills and Competencies

• Strong analytical and investigative skills with excellent attention to detail.
• Excellent written and verbal communication skills.
• Working knowledge of dental benefits administration, utilization review, and provider relations.
• Ability to manage multiple priorities and meet strict deadlines.
• Proficiency in Microsoft Office and Adobe Acrobat.
• Strong commitment to confidentiality, professionalism, and member advocacy

• Minimum of 1 year of experience in grievances, appeals, claims, or customer service issue coordination, preferably within dental or health insurance.
• Familiarity with dental terminology, CDT codes, and dental claims processing preferred. 
• Must be willing to relocate or live in California for an in office role.