Escalations Supervisor

Job Summary

Supervising a team of Member Experience Champions, the full-time remote Escalations Supervisor will manage complex member escalations, ensuring timely and compliant resolutions while driving continuous improvement and performance management.

Key responsibilities

• Supervise and support Member Experience Champions in managing high-risk escalations and ensure compliance in issue resolution
• Monitor case assignments and workflow adherence, escalating urgent issues to management as necessary
• Provide coaching and performance management for Champions, including quality monitoring and support for onboarding and training

Required qualifications

• 1+ years of leadership, supervisory, or coaching experience in a contact center or service environment
• 3+ years of customer service experience in healthcare or service-oriented industries
• Proven ability to develop high-performing teams and drive performance outcomes
• Experience managing escalations and service recovery situations
• Medical training licensure or certification preferred, along with experience in Medicare Advantage or healthcare services