Client Escalation Specialist (Healthcare)

TL;DR

Client Escalation Specialist (Healthcare/Member Services): Overseeing health plan authorization approvals and resolving complex member and client escalations with an accent on operational efficiency and service standards. Focus on investigating high-priority service issues, performing quality assurance monitoring, and collaborating with internal teams to ensure seamless healthcare transportation access.

Location: Hybrid in San Antonio, Texas. Must be authorized to work in the United States.

Company

hirify.global is a mission-driven organization dedicated to ensuring that transportation is never a barrier to healthcare access.

What you will do

• Serve as the key escalation point for the call center team, resolving complex member and client issues.
• Oversee health plan authorization approvals to ensure accuracy and compliance with client requirements.
• Investigate and resolve high-priority service issues with professionalism and empathy.
• Perform Quality Assurance monitoring to maintain service standards and company policy adherence.
• Identify operational trends and recurring issues to provide feedback for process improvement.
• Coordinate with Routing and Network teams to ensure timely and effective resolution of escalations.

Requirements

• High school diploma or equivalent.
• At least one year of experience in call center leadership, escalation, or senior support roles.
• Authorized to work in the United States.
• Strong communication, problem-solving, and conflict resolution skills.
• Proficiency with call center software, workforce management apps, and quality monitoring tools.

Nice to have

• Experience in healthcare, transportation, or health plan operations.
• Some college or university coursework, particularly in healthcare-related studies.
• Proven track record of managing high-priority service escalations.

Culture & Benefits

• Collaborative, mission-driven work environment.
• Opportunity to make a meaningful impact on healthcare accessibility.
• Focus on empathy and high service standards in member interactions.