Client Escalation Manager
$70,000–$70,000 year
On-siteSan Antonio, Texas, United States
Job Summary
Lead the resolution of complex, high-priority client issues while developing a high-performing team of Client Escalation Specialists. Directly supervise, coach, and manage workload distribution for Client Escalation Specialists to ensure service levels and response expectations are consistently met. Oversee the intake, tracking, investigation, and final resolution of escalated concerns from health plan partners, serving as the primary point of accountability for urgent issues requiring advanced troubleshooting or executive-level communication. Coordinate cross-functional resolution efforts by engaging internal teams, maintaining ownership through final resolution, and communicating updates to stakeholders and clients. Represent the Client Escalation function in client meetings as a trusted resource for health plan partners while developing expertise in health plan contracts and operational workflows. Analyze escalation trends and performance metrics to identify opportunities for operational improvement and reduce future escalation volume. Produce regular reporting on resolution timelines, root causes, and client satisfaction metrics to drive process enhancements.
Required Qualifications
- 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
- Ability to manage multiple priorities and drive issue resolution in a fast-paced environment
Desired Qualifications
- Bachelor's degree in Healthcare Administration, Business Administration, Operations Management, or a related field
- Experience within Non-Emergency Medical Transportation (NEMT), healthcare transportation, or managed transportation services
- Familiarity with Medicaid managed care contracts, payer operations, and healthcare compliance requirements
- Experience resolving operational issues involving transportation providers, member eligibility, claims, benefits, or service delivery
- Experience with Zendesk or similar escalation management platforms
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