Client Escalation Manager

Job Summary

Leading a team of Client Escalation Specialists, the full-time Client Escalation Manager will oversee the resolution of complex client issues, ensuring timely and professional service while working remotely.

Key responsibilities

• Supervise and develop a team of Client Escalation Specialists, managing priorities and performance to meet service expectations
• Oversee the intake and resolution of escalated issues from health plan clients, acting as the primary escalation point for complex concerns
• Analyze escalation trends and collaborate with internal teams to implement process improvements and enhance client satisfaction

Required qualifications

• 3-5 years of experience in client escalations or related client-facing operational roles
• Experience supporting Medicaid, Medicare, or commercial health plans
• Demonstrated leadership experience in coaching and team development
• Strong analytical and problem-solving skills
• Experience using CRM or case management systems