The Escalation Investigation Specialist navigates complex member escalations, analyzes satisfaction trends, and collaborates with teams to improve member outcomes.
The Escalation Investigation Specialist is an individual contributor and reports to the Supervisor of Service Quality Escalation Investigation. They are responsible for navigating complex member escalations, assessing detractors from member satisfaction surveys and working cross functionally with internal teams to provide favorable outcomes to our members. This role plays a crucial role within the Service Quality team.
Responsibilities:
- You will monitor case accuracy and data input for valid analysis.
- You will review MSAT data to identify trends in member satisfaction.
- You will maintain MSAT related dashboards and visuals to reflect up-to-date information.
- You will create action plans to address widespread issues raised by member feedback.
- You will drive improvements through developing strategic contacts and internal collaboration.
- You will work closely with internal teams and leaders to provide a single point of contact for complex or high profile member issues.
- You will draft Job Aids to support new initiatives.
- You will manage SOPs to reflect most current directives.
- You will mentor Member Experience Specialists for performance improvements.
- You will train new hires and help with onboarding process.
- You will provide team support for complex scenarios and finding resolutions.
- You will collate member impact stories for newsletter, marketing and team impact as needed.
- You will support team morale through difficult cases and adversity.
Qualifications:
- Proven experience in de-escalation techniques and customer service.
- Competency reading and cleaning data for analysis.
- Ability to create compelling visuals from data to tell a story.
- Experience identifying and solving issues at scale.
- Ability to manage multiple, competing priorities.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $66,850 - $86,910 + equity + benefits
Zone B: $73,535 - $95,601 + equity + benefits
Zone C: $80,220 - $104,292 + equity + benefits
Zone D: $86,905 - $112,983 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health:
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We're on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It's all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
-----
Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
Top Skills
Dashboards
Msat
Visuals
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