Senior Associate, Resolution Response Team
Core
Lead end-to-end resolution of complex, high-risk member escalations regarding billing, reimbursement, benefits, and service breakdowns to restore trust and protect the company.
Role type
Senior Associate, Tier 2 Escalation Owner
Builds
Resolution of member escalations and service recovery for employer-sponsored health plans and fertility/family-building programs
Domain
Health insurance / Member services / Healthcare operations
Deliverable
client delivery
Required skills
Escalation management, complex case investigation, cross-functional coordination, risk identification, root-cause analysis, structured documentation, de-escalation protocols
Preferred skills
Knowledge of employer-sponsored benefits workflows, familiarity with Zendesk/Jira, healthcare administration background
Technologies
Zendesk, Jira, Guru, Google Sheets, Looker
Responsibilities
Own escalated member cases end-to-end; conduct structured investigations using triage frameworks; lead service recovery and proactive outreach; serve as cross-functional bridge to coordinate corrective action; identify and route legal/compliance risks; maintain precise documentation; drive process improvements to reduce recurrence
Seniority
Senior, hands-on IC