Supervisor, Escalation

The Supervisor of Escalation leads Harbor Health's complaint resolution function, overseeing a team of resolution specialists responsible for investigating member and provider grievances, appeals, and escalated issues.

Requirements

• 3+ years in healthcare contact center operations with a focus on escalations, grievances, or appeals
• Thorough knowledge of health insurance operations: claims, enrollment/eligibility, billing, prior authorization, and provider networks
• Expert understanding of HIPAA, CMS, TDI, and state/federal managed care compliance standards
• Demonstrated experience with both member and provider services escalation processes
• Ability to interpret EOBs, plan policy language, and contractual agreements to resolve member disputes
• Strong team leadership, coaching, and performance management skills
• Exceptional written and verbal communication; able to manage executive-level and high-stakes member communications
• Proficiency in complaint tracking/CRM systems and reporting tools

Benefits

• Competitive salary and benefits package
• Professional development and growth opportunities as Harbor scales
• A transparent startup culture where your voice shapes how we operate