Client Escalation Manager

🕒 Junho 8

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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SafeRide Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

⚕️ Seguro de Saúde

🚗 Transporte

Healthcare Insurance • Transport

A SafeRide Health é uma empresa que aprimora o transporte médico não emergencial (NEMT) por meio de tecnologia avançada e uma rede digitalizada, garantindo que os pacientes tenham acesso ao atendimento adequado no momento certo. Eles oferecem uma abordagem centrada no membro e guiada pela tecnologia, permitindo acesso fácil aos serviços de transporte, plataformas personalizáveis para se adequar a qualquer plano de saúde e visibilidade em tempo real das viagens para maior confiabilidade e tranquilidade. A SafeRide Health faz parcerias com uma ampla rede de provedores de transporte para oferecer cobertura nacional e serviços flexíveis, focando em melhorar o acesso a cuidados essenciais e transformar as experiências de transporte dos pacientes.

Descrição

• Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development. • Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met. • Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management. • Foster a culture of accountability, urgency, collaboration, and client-focused problem solving. • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. • Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication. • Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided. • Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients. • Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners. • Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences. • Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths. • Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes. • Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources. • Optimize the use of escalation management platforms, including Zendesk and related reporting tools. • Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement. • Partner with internal stakeholders to address recurring issues and reduce future escalation volume. • Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics. • Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

🎯 Requisitos

• 3–5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role. • Experience supporting Medicaid, Medicare, commercial health plans, or other healthcare payer organizations. • Demonstrated people leadership experience, including coaching, performance management, and team development. • Strong analytical, critical thinking, and problem-solving skills. • Excellent written and verbal communication skills, including experience communicating with external clients and senior stakeholders. • Experience using CRM platforms, case management systems, ticketing systems, or reporting tools. • Ability to manage multiple priorities and drive issue resolution in a fast-paced environment.

🏖️ Benefícios

• We offer a remote-first work environment • competitive compensation • comprehensive benefits including: • Career growth and development opportunities in a mission-driven organization • Competitive salary and annual bonus opportunities • Comprehensive medical, dental, and vision insurance • 401(k) with company match • Generous PTO, paid company holidays, and paid parental leave