Supervisor, Executive Escalations

SCAN Health Insurance • Rayne, PA

4d • Remote

About The Position

The Member Experience Escalations Coach provides day-to-day supervision and oversight for the Member Experience Champion team. This role ensures effective management of complex, high-risk, and high-impact member escalations, supporting Champions as they resolve critical issues and act as escalation partners for leadership. The Coach is responsible for case assignment, workflow and SLA adherence, quality monitoring, coaching, and performance management, ensuring that Champions consistently deliver exceptional member experiences in alignment with internal policies, SOPs, and regulatory standards. The Coach will partner with internal stakeholders to remove barriers, coordinates cross functional resolution, and drives continuous improvement in service recovery and escalation management. This role is accountable for the development and performance of Champions, fostering a culture of Member Obsession, Champion’s Mindset, and Relentless Leadership.

Requirements

• 1+ years of leadership, supervisory, or coaching experience in a contact center or service environment
• 3+ years of customer service experience in healthcare, contact center, hospitality, or service-oriented industries
• Demonstrated success building and developing high-performing teams
• Proven ability to drive performance outcomes and improve service quality
• Experience managing escalations and service recovery situations

Nice To Haves

• Medical training licensure or certification preferred.
• Medicare Advantage, Medicaid, or healthcare services experience.
• Experience in a provider office, medical group, hospital, or health plan.
• Experience handling executive or regulatory escalations.
• Experience working with brokers, provider partners, or external stakeholders.
• Experience supporting AI-enabled tools, process improvement, or system optimization.
• Hospitality or high-touch service experience.
• Caregiving experience demonstrating compassion and advocacy.
• Escalations and/or grievance/complaints handling experience.
• Experience supporting service recovery and escalation management.

Responsibilities

• Supervise and support Member Experience Champions in managing complex escalations, ensuring timely, accurate, and compliant resolution of high-risk member issues.
• Assign cases, monitor daily escalation pathways, and ensure work progresses according to internal workflows, SLAs, and compliance requirements; escalate barriers or urgent cases to management as needed.
• Provide ongoing coaching, feedback, and quality monitoring for Champions; address performance concerns in partnership with leadership and HR; support onboarding and training to reinforce service excellence and departmental expectations.
• Review and approve written responses, case summaries, and documentation prepared by Champions; ensure accuracy, completeness, and alignment with findings and required approvals.
• Guide Champions in coordinating with clinical, operations, compliance, legal, and provider/network partners to resolve complex cases; escalate gaps or conflicting information to leadership.
• Coach Champions on advanced service recovery strategies and member communications; ensure member impact is addressed while maintaining compliance with benefits and operational policy.
• Ensure Champions maintain accurate, consistent documentation of all escalations, outreach, findings, and resolution actions; complete compliance checkpoints and flag potential risks to management.
• Provide routine updates to leadership on queue status, case aging, quality findings, and team capacity; escalate urgent risks or notable cases promptly.
• Lead efforts to enhance playbooks, templates, and knowledge resources; identify opportunities to streamline workflows and support responsible use of AI-enabled tools to improve consistency, speed, and quality.
• Support the onboarding and ongoing development of Champions; facilitate advanced coaching and reinforce service excellence behaviors across the team.
• Contributes to team effort by accomplishing related results as needed.
• Actively support the achievement of SCAN’s Vision and Goals.

Benefits

• Base Pay Range
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!
• A competitive compensation and benefits program
• Excellent Retirement Savings program
• A work-life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed