SafeRide Health is a technology and services company dedicated to closing the gap between healthcare need and access through modern, scalable non-emergency medical transportation. SafeRide transforms transportation from a cost center into a strategic lever... Backed by NEA.
About the role
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.
What they're looking for
- • 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
More about this role
About the Role
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.
Job Responsibilities
Team Leadership
• Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development.
• Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met.
• Conduct quality reviews, team meetings, and one-on-one coaching sessions to...
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