Call Center Escalation Specialist
About The Position
Join our team at SafeRide Health as a Call Center 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 and operational expertise will be key to maintaining high standards of excellence as we ensure access to care for our members. This role requires a strong communication style and the ability to partner effectively with cross-departmental supervisors, including the Routing and Network teams, to resolve escalations while maintaining the call center’s high standards of service and professionalism.
Requirements
- A high school diploma or equivalent
- Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, resolve conflicts, and influence effectively in-person, via email, and over the phone.
- A demonstrated ability to work successfully in a fast-paced environment demanding self-reliance combined with team spirit, people skills, and a well-honed sense of urgency and priorities.
- Proficient with call center software, workforce applications, quality monitoring tools, and applications
- Advanced problem-solving skills, with a track record of addressing complex operational issues.
- Must be able to pass criminal background record check.
- Must be US Citizen.
- Must be able to work flexible shifts with occasional weekend work.
Nice To Haves
- One (1) year of experience in a Call Center leadership position
- Showcase a positive attitude and genuine empathy in interactions.
- Familiarity with health insurance programs (Medicaid, Medicare, NEMT)
- Bilingual; fluent in both English and Spanish
- Flexibility; able to quickly adapt to changes in business, strategy, and technology.
- Proficient in a variety of online and mobile technologies.
- Have some college/university experience (Pre-healthcare experience a bonus)
Responsibilities
- Customer Service Representative (CSR) Support:
- Serve as a resource for the call center team by answering questions, providing solutions, and handling member escalations
- Communicate with members and transportation providers as needed to ensure a seamless service delivery experience.
- Relay critical operational insights and provide feedback to supervisors and managers
- Promote a culture of adherence to policies and procedures
- Operational Management:
- Manage authorization approvals for over-mileage trips.
- Correspond with Health Plans regarding escalated issues, serving as a liaison to ensure clarity and resolution.
- Consistently perform Quality Assurance monitoring to sustain service standards.
- Create and provide reports as necessary
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
