Escalation Response Specialist IV
12 hours ago
Description
• Responds to non-routine and/or complex complaints and escalations from members or providers. • Handles escalations, handling problem tickets, and providing feedback to upper management. • Provides timely and appropriate resolutions to escalated issues. • Serves as a liaison in maintaining relationships between departments. • Documents, tracks, resolves, and responds to all assigned complaints and inquiries. • Conducts and monitors root cause of member or provider issues. • Acts as a primary contact for escalated calls and/or issues. • Develops and leads projects and initiatives within the escalation response team. • Leads efforts with contact center team to research escalated inquiries. • Provides timely status update reports to members and internal stakeholders. • Maintains up-to-date knowledge of products and services.
Requirements
• Requires a High School diploma or GED. • Requires 4+ years of related experience. • May require vocational or technical education in addition to prior work experience.
Benefits
• competitive pay • health insurance • 401K and stock purchase plans • tuition reimbursement • paid time off plus holidays • flexible approach to work with remote, hybrid, field or office work schedules
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