Client Escalation Manager (Healthcare)

TL;DR

Client Escalation Manager (Healthcare): Leading the resolution of complex, high-priority client issues for health plan partners with an accent on people leadership and operational problem-solving. Focus on driving cross-functional resolution efforts, optimizing escalation workflows in Zendesk, and reducing systemic barriers to care.

Location: Remote (Must be based in the United States)

Company

hirify.global is a technology and services company improving the delivery of non-emergency medical transportation (NEMT) for Medicare and Medicaid programs across the USA.

What you will do

• Supervise, coach, and develop a team of Client Escalation Specialists through regular performance management.
• Oversee the intake, tracking, and resolution of high-priority escalated issues from health plan clients.
• Coordinate cross-functional resolution efforts by engaging internal teams and maintaining ownership until final resolution.
• Develop and enhance standard operating procedures, escalation workflows, and training materials.
• Analyze escalation trends and root causes to implement operational improvements and reduce volume.
• Produce regular reporting on resolution timelines, root causes, and client satisfaction metrics.

Requirements

• 3–5 years of experience in client escalations, customer operations, or account management.
• Experience supporting Medicaid, Medicare, or commercial health plans is required.
• Demonstrated people leadership experience, including coaching and team development.
• Proficiency in using CRM platforms, case management systems, or ticketing tools.
• Strong analytical, critical thinking, and professional communication skills.
• Must be based in the US.

Nice to have

• Bachelor’s degree in Healthcare Administration, Business, or Operations Management.
• Experience within Non-Emergency Medical Transportation (NEMT) or managed transportation services.
• Familiarity with Medicaid managed care contracts and healthcare compliance.
• Experience with Zendesk or similar escalation management platforms.

Culture & 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.
• Career growth opportunities within a mission-driven organization.