Lead escalation management for patient community and field sales.
Manage a team handling tickets, responses, and escalations.
Own second-level escalation for patient billing; lead outreach to resolve issues.
Develop and analyze escalation metrics (time to resolution) and improve processes.
Update internal leaders on status; lead post-issue root cause analysis.
Ensure timely closure of escalations; complete HIPAA/PHI trainings.

🎯 Requirements

Bachelor’s degree or equivalent.
2+ years call center experience (inbound and outbound).
2+ years Salesforce.com experience.
2+ years billing experience.
Background in medical billing preferred.
Excellent organizational and communication skills.

🎁 Benefits

Competitive benefits including medical, dental, vision, life and disability.
Free testing plus fertility care benefits for employees and dependents.
Pregnancy and baby bonding leave; 401(k) benefits, commuter benefits.
Generous employee referral program.

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