[Remote] Escalation Response Specialist II

Note: The job is a remote job and is open to candidates in USA. RemoteHunter is a diversified national organization supporting 28 million members as a Customer Care professional. The role focuses on assisting with member and provider complaints and escalations, ensuring timely issue resolution, and improving customer experience.

Responsibilities

• Provide timely and appropriate resolutions to escalated issues received from various communication channels
• Serve as a liaison between departments to ensure issue resolution
• Document, track, and resolve complaints and inquiries in writing and/or by telephone professionally and promptly
• Support root cause analysis of member/provider issues and collaborate cross-functionally for enterprise-wide solutions
• Coordinate with contact center team to research escalated inquiries, validate complaints, and evaluate remedy options
• Review complaint trends and develop draft recommendations to enhance member and provider experience and reduce escalations
• Maintain basic knowledge of products and services to support customers accurately
• Research and identify basic claims payment errors and make adjustments when necessary
• Perform other duties as assigned
• Comply with all policies and standards

Skills

• Authorization to work in the U.S. without current or future employment-based visa sponsorship
• High School diploma or GED required
• 1 to 2 years of related experience required
• Availability to work between 9:00am and 6:00pm EST
• Location near Tampa Bay, Florida preferred; position is remote
• Experience with Medicare, Medicaid, and prescription drug plans preferred
• Vocational or technical education and additional on-the-job training or continuous learning may be required

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible work arrangements including remote, hybrid, field, or office schedules

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