Client Escalation Manager

Lead the resolution of complex, high-priority client issues, develop a high-performing team, and partner across departments to drive timely resolution of escalations.

Location: United States

Responsibilities

• Supervise a team, manage workload distribution, conduct quality reviews, and maintain a high standard of escalation management.

Requirements

• 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

Benefits

• 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