Escalation Response Specialist

Job Summary

To improve customer service, the full-time remote Escalation Response Specialist will respond to complex complaints and escalations from members or providers, manage problem tickets, and provide feedback to upper management regarding issues.

Key responsibilities

• Provide timely and appropriate resolutions to escalated issues from various communication channels
• Document, track, and respond to all assigned complaints and inquiries in a professional manner
• Conduct root cause analysis of member or provider issues to identify trends and develop enterprise-wide solutions

Required qualifications

• High School diploma or GED required
• 4+ years of related experience preferred
• Experience with Medicare and escalations in a call center environment is highly preferred
• Vocational or technical education may be required in addition to prior work experience
• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship