Supervisor, Executive Escalations

🔥 5 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Executive

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SCAN

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1977

⚕️ Healthcare Insurance

👥 B2C

Healthcare Insurance • B2C

SCAN is a mission-driven healthcare organization focused on reinventing aging by delivering evidence-based, patient-centered care and coverage for older adults. It operates an integrated portfolio including health insurance plans with innovative benefits, in-home and virtual primary care, support programs for caregivers and homebound older adults, and specialized services for vulnerable populations. SCAN also invests in and partners with companies that advance care models and resources to help older adults remain healthy and independent at home.

📋 Description

• Provide day-to-day supervision and oversight for the Member Experience Champion team • Ensure effective management of complex, high-risk, and high-impact member escalations • Support Champions as they resolve critical issues and act as escalation partners for leadership • Assign cases, monitor daily escalation pathways, and ensure work progresses according to internal workflows, SLAs, and compliance requirements • Provide ongoing coaching, feedback, and quality monitoring for Champions • Review and approve written responses, case summaries, and documentation prepared by Champions • Guide Champions in coordinating with clinical, operations, compliance, legal, and provider/network partners to resolve complex cases • Coach Champions on advanced service recovery strategies and member communications • Ensure Champions maintain accurate, consistent documentation of all escalations, outreach, findings, and resolution actions • Provide routine updates to leadership on queue status, case aging, quality findings, and team capacity • Lead efforts to enhance playbooks, templates, and knowledge resources

🎯 Requirements

• 1+ years of leadership, supervisory, or coaching experience in a contact center or service environment • 3+ years of customer service experience in healthcare, contact center, hospitality, or service-oriented industries • Demonstrated success building and developing high-performing teams • Proven ability to drive performance outcomes and improve service quality • Experience managing escalations and service recovery situations • Medical training licensure or certification preferred • Medicare Advantage, Medicaid, or healthcare services experience • Experience in a provider office, medical group, hospital, or health plan • Experience handling executive or regulatory escalations • Experience working with brokers, provider partners, or external stakeholders • Experience supporting AI-enabled tools, process improvement, or system optimization • Hospitality or high-touch service experience • Caregiving experience demonstrating compassion and advocacy • Escalations and/or grievance/complaints handling experience • Experience supporting service recovery and escalation management

🏖️ Benefits

• Robust Wellness Program • Generous paid-time-off (PTO) - 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days • Excellent 401(k) Retirement Saving Plan with employer match • Robust employee recognition program • Tuition reimbursement