Client Escalation Specialist

Client Escalation Specialist

Join our team at SafeRide Health as a Client Escalation Specialist. In this role, you will be responsible for overseeing health plan authorization approvals and resolving escalations from members and clients. Your customer service expertise and operational knowledge will help maintain high service standards while ensuring members can access the transportation services they need. You will act as a key escalation point for complex issues, partnering closely with internal teams such as Routing and Network to ensure timely and effective resolutions. This role requires strong communication skills, sound judgment, and the ability to manage sensitive situations with professionalism and empathy.

Primary Responsibilities

Customer Service & Escalation Support

• Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
• Communicate with members, transportation providers, and health plan partners as needed to ensure a seamless service delivery experience.
• Investigate and resolve complex service issues while maintaining a high level of professionalism and empathy.
• Relay critical operational insights and provide feedback to supervisors and managers to improve service delivery and operational efficiency.

Operational Support

• Oversee health plan authorization approvals to ensure accuracy and compliance with client requirements.
• Monitor escalated cases to ensure timely resolution and proper documentation.
• Perform Quality Assurance monitoring to maintain service standards and adherence to company policies.
• Create and distribute operational and escalation reports as needed.
• Identify trends, recurring issues, and opportunities for operational improvement.
• Perform other duties as assigned.

Minimum Qualifications

High school diploma or equivalent required. One (1) year of experience in a call center leadership, escalation, or senior support role. Strong communication, problem-solving, and conflict resolution skills. Ability to work in a fast-paced environment while managing multiple priorities. Proficiency with call center software, workforce management applications, and quality monitoring tools. Must be authorized to work in the United States.

Preferred Qualifications

Experience supporting healthcare, transportation, or health plan operations. Demonstrates a positive attitude and genuine empathy in interactions with members, clients, and transportation providers. Experience managing escalations or high-priority service issues. Some college or university coursework preferred (healthcare-related studies are a plus).

At SafeRide Health, our mission is to ensure transportation is never a barrier to care. By joining our team, you will play a meaningful role in helping members access the healthcare services they need while contributing to a collaborative and mission-driven environment.