Client Escalation Manager

SafeRide Health

Client Escalation Manager leading resolution of complex client issues for healthcare partners at SafeRide Health. Developing a high-performing team and optimizing escalation management processes.

Posted 6/8/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development.
Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met.
Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management.
Foster a culture of accountability, urgency, collaboration, and client-focused problem solving.
Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients.
Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication.
Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided.
Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients.
Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners.
Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences.
Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths.
Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes.
Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources.
Optimize the use of escalation management platforms, including Zendesk and related reporting tools.
Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement.
Partner with internal stakeholders to address recurring issues and reduce future escalation volume.
Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics.
Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

Requirements

What you’ll need

3–5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role.
Experience supporting Medicaid, Medicare, commercial health plans, or other healthcare payer organizations.
Demonstrated people leadership experience, including coaching, performance management, and team development.
Strong analytical, critical thinking, and problem-solving skills.
Excellent written and verbal communication skills, including experience communicating with external clients and senior stakeholders.
Experience using CRM platforms, case management systems, ticketing systems, or reporting tools.
Ability to manage multiple priorities and drive issue resolution in a fast-paced environment.

Benefits

Comp & perks

We offer a remote-first work environment
competitive compensation
comprehensive benefits including:
Career growth and development opportunities in a mission-driven organization
Competitive salary and annual bonus opportunities
Comprehensive medical, dental, and vision insurance
401(k) with company match
Generous PTO, paid company holidays, and paid parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client escalationsperformance managementcoachinganalytical skillsproblem-solvingcritical thinkingescalation managementreportingroot cause analysisoperational improvement

Soft Skills

leadershipcommunicationcollaborationaccountabilityurgencyclient-focused problem solvingteam developmentworkload managementmulti-taskingstakeholder engagement