[Hiring] Client Escalation Manager @SafeRide Health

Role Description

SafeRide Health 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.

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.

Requirements

• 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

• Remote-first work environment.
• 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.

Company Description

SafeRide Health 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. SafeRide 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. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com.