Escalation Lead

Scope and Purpose of Position

The Escalation Lead has accountability for handling sensitive concerns, most requiring immediate attention, from a variety of sources for the Provider Relations Team.

Essential Functions

• Support the Provider Relations Team with daily challenges
• Provide feedback and coaching as needed with demonstrated proficiency in Conflict Resolution and Mediation Skills along with quality training as needed in regards to improvements in handling calls
• Follow-up with challenges from external providers, groups, and internal partners
• Responsible for team metrics to ensure timeliness of resolutions, source data for identifying trends etc.
• Determine and provide for the educational needs of the team associates, coordinating with Education and Quality Assurance
• Record all activity in the appropriate data base(s) and ensure the quality of records maintained
• Develop measurement reports and implement new procedures/processes
• Meet and exceed team key performance indicators and provide data so trending of root cause can be done
• Guide Line as assigned; telephone back-up as needed
• Work with various teams (projects) as needed
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA)
• Process credit card orders related to pre-purchase services
• Screens and filters call recording systems for credit cardholder data
• Collaborate on Continuous Improvement Initiatives
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals