Escalation Investigation Specialist

Employment Type: Full-Time

Position Overview

The Escalation Investigation Specialist is an individual contributor who reports to the Supervisor of Service Quality Escalation Investigation. This role is responsible for navigating complex member escalations, assessing detractors from member satisfaction surveys, and collaborating cross-functionally with internal teams to achieve favorable outcomes for members. This position is a crucial part of the Service Quality team.

Responsibilities

• Monitor case accuracy and data input for valid analysis.
• Review MSAT (Member Satisfaction) data to identify trends in member satisfaction.
• Maintain MSAT-related dashboards and visuals to reflect up-to-date information.
• Create action plans to address widespread issues identified through member feedback.
• Drive improvements by developing strategic contacts and fostering internal collaboration.
• Serve as a single point of contact for complex or high-profile member issues, working closely with internal teams and leaders.
• Draft Job Aids to support new initiatives.
• Manage Standard Operating Procedures (SOPs) to reflect the most current directives.
• Mentor Member Experience Specialists to improve their performance.
• Train new hires and assist with the onboarding process.
• Provide team support for complex scenarios and help find resolutions.
• Collate member impact stories for newsletters, marketing, and team impact as needed.
• Support team morale during challenging cases and adversity.

Qualifications

• Proven experience in de-escalation techniques and customer service.
• Competency in reading and cleaning data for analysis.
• Ability to create compelling visuals from data to communicate insights effectively.
• Experience identifying and solving issues at scale.
• Ability to manage multiple, competing priorities.

Compensation

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 based on the candidate's respective Zone. Starting base salary will depend on job-related factors such as education, training, skills, years and depth of experience, certifications, licensure, organizational needs, internal peer equity, and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks

In addition to a great compensation package, this role may include:

• 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 and home office work.

Your recruiter will provide more details 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 are on a mission to raise the standard of healthcare for everyone, breaking down barriers to provide high-quality care for every person in every community, regardless of their location or circumstances.