Escalation Investigation Specialist - Remote

Overview

The Escalation Investigation Specialist is responsible for navigating complex member escalations and working cross-functionally with internal teams to enhance member satisfaction.

In Short

• Monitor case accuracy and data input for valid analysis.
• Review MSAT data to identify trends in member satisfaction.
• Maintain MSAT related dashboards and visuals.
• Create action plans to address issues raised by member feedback.
• Drive improvements through strategic contacts and collaboration.
• Serve as a single point of contact for complex member issues.
• Draft Job Aids to support new initiatives.
• Manage SOPs to reflect current directives.
• Mentor Member Experience Specialists for performance improvements.
• Train new hires and assist with the onboarding process.

Requirements

• Proven experience in de-escalation techniques and customer service.
• Competency in reading and cleaning data for analysis.
• Ability to create compelling visuals from data.
• Experience identifying and solving issues at scale.
• Ability to manage multiple, competing priorities.

Benefits

• Support team morale through difficult cases.
• Work in a collaborative environment.
• Opportunity for professional development.
• Engage in meaningful work that impacts member satisfaction.