Escalation Investigation Specialist

Summary

Join Included Health as an Escalation Investigation Specialist and contribute to improving member satisfaction. You will navigate complex member escalations, analyze member satisfaction survey data, and collaborate with internal teams to resolve issues. This role involves monitoring case accuracy, identifying trends, creating action plans, and driving improvements through strategic contacts and internal collaboration. You will also mentor team members, train new hires, and provide support for complex scenarios. The position requires proven experience in de-escalation techniques and data analysis, as well as the ability to create compelling visuals and solve issues at scale. This role offers a competitive salary and benefits package, including remote work opportunities.

Requirements

• Proven experience in de-escalation techniques and customer service
• Competency reading and cleaning data for analysis
• Ability to create compelling visuals from data to tell a story
• Experience identifying and solving issues at scale
• Ability to manage multiple, competing priorities

Responsibilities

• Monitor case accuracy and data input for valid analysis
• Review MSAT data to identify trends in member satisfaction
• Maintain MSAT related dashboards and visuals to reflect up-to-date information
• Create action plans to address widespread issues raised by member feedback
• Drive improvements through developing strategic contacts and internal collaboration
• Work closely with internal teams and leaders to provide a single point of contact for complex or high profile member issues
• Draft Job Aids to support new initiatives
• Manage SOPs to reflect most current directives
• Mentor Member Experience Specialists for performance improvements
• Train new hires and help with onboarding process
• Provide team support for complex scenarios and finding resolutions
• Collate member impact stories for newsletter, marketing and team impact as needed
• Support team morale through difficult cases and adversity

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies
• Work-From-Home reimbursement to support team collaboration home office work