[Hiring] Escalation and Recovery Specialist @Asher Health

Role Description

We're looking for an Escalation and Recovery Specialist who is more than a problem solver—you're a relationship builder, a trusted operational partner, and a champion for continuous improvement. This role exists to help partners feel supported during their most important moments while strengthening the long-term health of Asher Health.

Working directly alongside the Senior Manager of Escalation & Recovery, you'll help restore confidence, strengthen relationships, identify opportunities for improvement, and ensure every partner interaction reflects the values and mission of Asher Health.

Every conversation is an opportunity to build trust. Every challenge is an opportunity to improve. Every escalation is an opportunity to strengthen a relationship.

If you're someone who notices patterns, anticipates needs, and brings solutions instead of just surfacing problems, we'd love to meet you.

What You'll Do

• Independently manage low- to medium-level partner escalations from intake through complete resolution, including thoughtful information gathering, leading partner phone and video conversations, and setting clear expectations.
• Communicate proactively throughout the resolution process, partnering with internal teams when collaboration is required and maintaining detailed, accurate documentation.
• Build trust through honest, transparent communication—demonstrating empathy while maintaining professional boundaries and advocating for partners while balancing the long-term health of Asher Health.
• Look beyond the immediate issue through root cause analysis: identify recurring themes and trends, investigate underlying causes, recommend process improvements, and collaborate with leadership on long-term solutions.
• Provide day-to-day operational support to the Senior Manager of Escalation & Recovery, including documentation and reporting, maintaining SOPs, project coordination, tracking department trends and metrics, and supporting cross-functional initiatives.
• Play an active role in the Partner Skool community by monitoring engagement, answering questions, identifying emerging concerns, escalating issues appropriately, and proactively educating and supporting partners.

Qualifications

• A relationship builder who ensures partners leave every interaction feeling heard, respected, and confident in the outcome—even when the answer isn't what they hoped to hear.
• Someone who builds trust quickly, takes ownership without being asked, and follows through on every commitment.
• A proactive communicator who solves problems thoughtfully and identifies patterns before they become larger issues.
• A continuous improver who brings solutions instead of simply identifying problems and strengthens processes through root cause analysis.
• Someone who balances empathy with accountability, protecting the interests of both our partners and Asher Health.
• A team member who consistently embodies our culture: Care Like It's Personal, Finish What You Own, Be Easy to Trust, Find a Way, Leave It Better, and Choose Growth Over Ego.

Benefits

• Competitive salary of $50,000–$60,000 USD annually.
• Fully remote role with a collaborative, mission-driven team.
• A position intentionally designed with growth in mind—as the Escalation & Recovery department expands, this role will evolve alongside it, creating opportunities to take on additional responsibilities, lead strategic initiatives, and mentor future team members.
• The chance to influence the direction of one of Asher Health's most visible departments. The strongest candidates won't simply perform the role—they'll help shape what the role becomes.