Senior Associate, Resolution Response

Job Summary

Leading the resolution of complex member escalations, the full-time Senior Associate, Resolution Response will manage high-risk cases across various issues, ensuring effective communication and service recovery while working remotely.

Key responsibilities

• Own escalated member cases end-to-end, addressing moderate-to-high complexity issues related to billing, reimbursement, and service breakdowns
• Conduct structured investigations using established frameworks and coordinate corrective actions across multiple teams to accelerate resolution
• Communicate effectively with members and provide concise case summaries to ensure clear resolution plans and maintain documentation in Zendesk

Required qualifications

• Bachelor's degree in Healthcare Administration, Business, Communications, or related field preferred, or equivalent experience; 3+ years in escalation management or healthcare operations
• Experience resolving complex, multi-stakeholder escalations with strong knowledge of employer-sponsored benefits and claims workflows
• Familiarity with Zendesk, Jira, and Google Sheets
• Strong critical thinking and structured case management skills
• Empathetic and member-centric approach, with the ability to navigate high-emotion cases effectively