Client Escalation Manager

Client Escalation Manager

Walker Bowen Talent Partners is excited to partner with a scaling non-emergency medical transportation (NEMT) health tech company as they continue to grow and invest in building a high-impact, people-first organization. We're searching for a Client Escalation Manager to join their team in San Antonio, TX. If you're energized by a mission-focused company and leading top notch client services teams in a fast-growing company, then we'd love to connect! Our client is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. Our client employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. They serve the largest Medicare Advantage, Medicaid, and provider programs in the country.

The Role Our client is seeking a Client Escalation Manager to lead the resolution of complex, high-priority client issues while developing a high-performing team of Client Escalation Specialists. This role serves as the primary point of accountability for managing escalated concerns from health plan partners, ensuring issues are addressed with urgency, professionalism, and a commitment to exceptional service. The ideal candidate combines strong people leadership, healthcare client experience, and operational problem-solving skills. They will partner across departments to drive timely resolution of escalations, identify systemic issues, and implement process improvements that enhance the client experience and support SafeRide's mission of reducing barriers to care.

Job Responsibilities

• Team Leadership
• Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development.
• Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met.
• Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management.
• Foster a culture of accountability, urgency, collaboration, and client-focused problem solving.
• Escalation Management
• Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients.
• Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication.
• Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided.
• Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients.
• Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners.
• Health Plan & Operational Expertise
• Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences.
• Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths.
• Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes.
• Process Improvement & Reporting
• Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources.
• Optimize the use of escalation management platforms, including Zendesk and related reporting tools.
• Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement.
• Partner with internal stakeholders to address recurring issues and reduce future escalation volume.
• Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics.
• Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

Requirements

• Required Qualifications
• 35 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.
• Preferred 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.

Benefits

• Our client offers a remote-first work environment, competitive compensation, and comprehensive benefits, including:
• Career growth and development opportunities in a mission-driven organization
• Competitive salary, annual bonus opportunities, and equity options
• Remote with flexible hours
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Generous PTO, paid company holidays, and paid parental leave