Complaints and Grievance Supervisor

SafeRide Health•San Antonio, TX

2d•Remote

About The Position

SafeRide Health is seeking a Complaints & Grievances Supervisor to lead a team responsible for resolving member complaints, grievances, appeals, and provider disputes. This role plays a critical part in ensuring a high-quality member experience while maintaining compliance with client and regulatory requirements. The ideal candidate brings strong operational leadership, attention to detail, and a passion for improving processes that directly impact patient access to care.

Requirements

High school diploma or equivalent
Minimum of 3 years of experience in complaints & grievances, appeals processing, or case management
Minimum of 2 years of experience in a call center or customer support environment
Experience leading, mentoring, or supervising team members

Nice To Haves

Associate’s degree or higher in a related field
Experience with Medicaid, Medicare, or NEMT guidelines
Knowledge of healthcare benefits or insurance programs

Responsibilities

Supervise daily operations of the Complaints & Grievances team, ensuring cases are handled accurately and within required timelines
Coach and support team members to drive performance across productivity, quality, and service standards
Oversee complaint, grievance, appeal, and dispute case management, ensuring proper documentation and compliance
Review and support responses for complex or escalated cases, ensuring clear and professional communication
Partner with internal teams to investigate cases and ensure timely resolution and follow-up
Analyze trends in complaints and grievances, providing insights and recommendations to leadership
Identify and implement process improvements to enhance service quality and prevent recurring issues