Client Escalation Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Supervise, mentor, and develop a team of Client Escalation Specialists through consistent feedback, performance evaluations, and professional growth opportunities.

• Set team priorities and manage workload allocation to consistently meet service levels and response expectations.

• Perform quality assessments, lead team meetings, and conduct individual coaching sessions to uphold high standards in escalation management.

• Cultivate a culture of accountability, urgency, collaboration, and client-focused problem-solving.

• Manage the intake, tracking, investigation, and resolution of escalated issues from health plan clients.

• Act as the primary escalation contact for complex issues requiring advanced troubleshooting or executive-level communication.

• Coordinate cross-functional resolution efforts by engaging relevant internal teams and ensuring comprehensive documentation and context are provided.

• Maintain ownership of escalations until final resolution, providing updates and outcomes to both internal stakeholders and clients.

• Represent the Client Escalation function in client meetings and act as a trusted resource for health plan partners.

• Develop and sustain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences.

• Stay informed on operational workflows across departments to accurately identify root causes and determine suitable resolution paths.

• Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes.

• Create, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources.

• Optimize the use of escalation management platforms, including Zendesk and associated reporting tools.

• Analyze escalation trends, root causes, and performance metrics to uncover opportunities for operational improvement.

• Collaborate with internal stakeholders to address recurring issues and mitigate future escalation volumes.

• Generate regular reports on escalation volume, resolution timelines, root causes, and client satisfaction metrics.

• Work alongside Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

⛳️ Requirements

• 3–5 years of experience in client escalations, customer operations, account management, client services, or a similar client-facing operational role.

• Experience supporting Medicaid, Medicare, commercial health plans, or other healthcare payer organizations.

• Proven leadership experience in managing people, including coaching, performance management, and team development.

• Strong analytical, critical thinking, and problem-solving capabilities.

• Excellent written and verbal communication skills, with experience engaging with external clients and senior stakeholders.

• Proficiency in using CRM platforms, case management systems, ticketing systems, or reporting tools.

• Ability to manage multiple priorities and drive issue resolution in a dynamic environment.

🏝️ Benefits

• We provide a remote-first work setting

• Competitive compensation

• Comprehensive benefits including:

• Career growth and development opportunities in a mission-driven organization

• Competitive salary and annual bonus opportunities

• Extensive medical, dental, and vision insurance

• 401(k) with company match

• Generous PTO, paid company holidays, and paid parental leave