Associate Manager, Member Escalations

Job Summary

Leading a dedicated team in a remote capacity, the full-time Associate Manager, Member & Provider Escalations will resolve complex escalations, eliminate process roadblocks, and partner cross-functionally to address root business challenges.

Key responsibilities:

• Mentor team members and foster a positive workplace culture while managing daily operations and performance measurement
• Oversee grievance and appeals workflows, serving as the primary escalation point for complex cases and utilizing data to address root causes
• Identify operational trends and implement process improvements using Lean methodologies to enhance efficiency and customer experience

Required qualifications:

• 3+ years of experience leading and developing a team within a production environment or contact center
• 2+ years of experience collaborating with teams across multiple locations and disciplines
• 2+ years of experience implementing operational excellence initiatives
• 2+ years of experience using data for decision-making and continuous improvement
• Advanced capabilities in Google Suite or Microsoft Office