Healthcare Customer Solutions Expert- Escalations

Job Locations Remote
Job ID
Customer Service Center
USD $18.00/Hr.
USD $24.00/Hr.


The Customer Advocacy Specialist incumbent serves as a critical subject matter expert (SME) role in driving resolution for internal or external issues or complaints. He or she will be able to de-escalate and resolve issues with a high level of independence. This role assists the Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Candidate to work \cross-functionally to identify areas of opportunity/performance improvement and recommend solutions.


In this role you will:

  • Act as main point of contact for escalated calls and requests
  • Adhere and meet service level agreements and performance goals as set by the clients
  • Monitor and/or complete production, as applicable
  • Manage payer, provider and patient complaint resolution.
  • Work with supervisors drive efficient case handling and quality.
  • Work with supervisors to create efficient work plans and trending root cause.
  • Support cross-functional process improvement efforts and provide feedback to other business partners.
  • Perform other duties as required or assigned.



  • Respond to calls/e-mails in a timely manner
  • Be proficient with entering information into CART system
  • Projects/spreadsheets – across all operations
  • Act as a resource for Customer Service Representatives, line staff-research process issues
  • Monitor sensitive State Reports


  • High School Diploma or the equivalent
  • 3 years of experience in an Operations/Production support role.
  • Basic computer skills and data entry with speed and accuracy is required.
  • Knowledge of department systems and processes, CareCentrix business protocols, and regulatory compliance (preferred). 


What we offer:

  • Starting at $18.00 / hour plus corporate bonus incentives
  • Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
  • Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
  • Advancement opportunities, professional skills training, and tuition Reimbursement
  • Great culture with a sense of community.

CareCentrix maintains a drug-free workplace.




We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.



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