Client Escalation Manager

🕒 il y a 3 jours

🤠 Texas – Distant

🤠 Texas – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

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SafeRide Health

Site WebLinkedInTous les Emplois

501 - 1000 employés

⚕️ Assurance santé

🚗 Transport

Healthcare Insurance • Transport

SafeRide Health est une entreprise qui améliore le transport médical non urgent (NEMT) grâce à une technologie avancée et un réseau numérisé, garantissant aux patients un accès aux soins appropriés au moment opportun. Elle propose une approche technologique axée sur le membre, permettant un accès fluide aux services de transport, des plateformes personnalisables adaptées à tout plan de santé et une visibilité en temps réel des trajets pour une fiabilité et une tranquillité d'esprit. SafeRide Health collabore avec un vaste réseau de fournisseurs de transport pour offrir une couverture nationale et des services flexibles, en mettant l'accent sur l'amélioration de l'accès aux soins vitaux et la transformation des expériences de transport des patients.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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