Client Escalation Specialist

About the role

Join SafeRide Health as a Client Escalation Specialist, where you will be the primary point of contact for complex member and client issues related to health plan authorizations and transportation services. You will work closely with internal teams to ensure timely resolutions and maintain high service standards.

Key responsibilities

• Provide escalation support to the call‑center team, answering queries and resolving member and client issues.
• Communicate with members, transportation providers, and health‑plan partners to ensure seamless service delivery.
• Oversee health‑plan authorization approvals, ensuring accuracy and compliance.
• Monitor escalated cases, document actions, and guarantee timely closure.
• Conduct quality‑assurance monitoring and generate operational and escalation reports.
• Identify trends and recommend process improvements.

Required profile

• High school diploma or equivalent.
• At least one year of experience in a call‑center leadership, escalation, or senior support role.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to thrive in a fast‑paced environment while handling multiple priorities.
• Authorization to work in the United States.

Required skills

• Proficiency with call center software.
• Experience using workforce management applications.
• Familiarity with quality monitoring tools.

What we offer

• Opportunity to contribute to a mission‑driven organization that removes transportation barriers to care.
• Collaborative team environment focused on member success.