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Supervisor, Executive Escalations
SCANSupervisor for Member Experience Champion team at SCAN handling escalations and supporting resolutions. Overseeing service quality and fostering a culture of advocacy and excellence among team members.
About the role
Key responsibilities & impact- Provide day-to-day supervision and oversight for the Member Experience Champion team
- Ensure effective management of complex, high-risk, and high-impact member escalations
- Support Champions as they resolve critical issues and act as escalation partners for leadership
- Assign cases, monitor daily escalation pathways, and ensure work progresses according to internal workflows, SLAs, and compliance requirements
- Provide ongoing coaching, feedback, and quality monitoring for Champions
- Review and approve written responses, case summaries, and documentation prepared by Champions
- Guide Champions in coordinating with clinical, operations, compliance, legal, and provider/network partners to resolve complex cases
- Coach Champions on advanced service recovery strategies and member communications
- Ensure Champions maintain accurate, consistent documentation of all escalations, outreach, findings, and resolution actions
- Provide routine updates to leadership on queue status, case aging, quality findings, and team capacity
- Lead efforts to enhance playbooks, templates, and knowledge resources
Requirements
What you’ll need- 1+ years of leadership, supervisory, or coaching experience in a contact center or service environment
- 3+ years of customer service experience in healthcare, contact center, hospitality, or service-oriented industries
- Demonstrated success building and developing high-performing teams
- Proven ability to drive performance outcomes and improve service quality
- Experience managing escalations and service recovery situations
- Medical training licensure or certification preferred
- Medicare Advantage, Medicaid, or healthcare services experience
- Experience in a provider office, medical group, hospital, or health plan
- Experience handling executive or regulatory escalations
- Experience working with brokers, provider partners, or external stakeholders
- Experience supporting AI-enabled tools, process improvement, or system optimization
- Hospitality or high-touch service experience
- Caregiving experience demonstrating compassion and advocacy
- Escalations and/or grievance/complaints handling experience
- Experience supporting service recovery and escalation management
Benefits
Comp & perks- Robust Wellness Program
- Generous paid-time-off (PTO) - 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
escalation managementservice recoverycase documentationperformance outcomesquality monitoringprocess improvementsystem optimizationcoachingteam developmentcustomer service
Soft Skills
leadershipsupervisory skillscommunicationproblem-solvinginterpersonal skillscoachingadvocacycompassionfeedbackcollaboration
Certifications
medical training licensurecertification in healthcare services