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The Grievances & Appeals Representative 2 triages Medicaid and AIP (dual) expedited cases and reviews clinical documentation to determine if a grievance or appeal is warranted. This is an extremely high-volume, fast-paced role, with the responsibility of moving several cases per hour. We ask that you have proactive queue management, attention to changing processes, experience handling support requests across multiple workstreams, and effective communication with managers and team leads.

As a Grievances & Appeals Representative 2, you will:

• Review and evaluate several cases per hour by identifying valid expedited Medicaid and AIP (dual) cases. Caseload volume varies as it is a consistently significant high-volume role.
• Recognize urgent vs. routine cases and meet strict turnaround expectations (15–30 minutes).
• Conduct analytic reviews of clinical documentation to determine case validity, including investigative work to find the denial.
• Make outbound calls to members or providers to verbally acknowledge receipt of valid cases.
• Work closely with leadership, who will assign cases to appropriate team contacts once your investigations are complete and validity is determined.
• Stay current with frequently changing mentor documents and workflows.
• Monitor multiple workstreams and adapt quickly to process changes.
• Communicate gaps or issues and seek guidance as needed.

Use your skills to make an impact Required Qualifications

• 1+ years of customer service experience
• Must have experience with production and meeting metrics
• Intermediate experience with Microsoft Office programs (including Word, Excel, Outlook, and Teams) and comfortability working across multiple software systems

Preferred Qualifications

• Associate or bachelor's Degree
• Previous inbound call center or related customer service experience
• Prior experience with grievance and appeals
• Previous experience processing medical authorizations
• Bilingual (English and Spanish); with the ability to read, write, and speak English and Spanish
• Prior experience with Medicare or Medicaid
• Experience with MHK, CGX, Guiding Care, and PA Hub
• Knowledge of medical terminology

Required Training Schedule:

• Virtual training will start day one and will run for approximately four (4) weeks with a schedule of 8: 00 am – 4:30 pm Eastern Time, Monday through Friday.
• Attendance is vital for success; no time off is allowed during training and is limited within the first 120 days.

Required Work Schedule:

• Following training, must be able to work 9: 00 am – 5:30 pm or 9:30 am – 6:00 pm Eastern Time, Tuesday through Saturday, with alternating holidays and overtime as needed.
• Hours are subject to change based on business needs.
• Must commit to working within the department for a minimum of eighteen (18) months.

Work at Home Guidance To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internetservice of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates who live and work from Home in the state of Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$40,000 - $52,300 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 04-18-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our Center Well healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at Center Well.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.