Complaints and Grievance Coordinator

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      "state": "Texas"
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    "departmentId": "18922",
    "locationType": "2",
    "jobOpeningName": "Complaints and Grievance Coordinator",
    "departmentLabel": "Member Services",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "San Antonio",
      "state": "Texas",
      "postalCode": "78257",
      "addressCountry": "United States"
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    "datePosted": "2026-05-07",
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    "description": "<p><span style=\"font-weight: bold\"><span style=\"color: #2d2d2d; font-size: 16px\">Job Summary: </span></span><span style=\"font-weight: bold\"><br></span></p>\n<p><span style=\"color: #2d2d2d; font-size: 16px\">SafeRide Health is seeking an experienced </span><span style=\"font-weight: bold\"><span style=\"color: #2d2d2d; font-size: 16px\">Complaints and Grievance Coordinator</span></span><span style=\"color: #2d2d2d; font-size: 16px\"> responsible for processing complaints and grievances, consisting of member grievances, appeals, and provider disputes. This role ensures that cases are resolved by client-specific requirements across all lines of business.</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #2d2d2d; font-size: 16px\">Primary Responsibilities</span></span></p>\n<ul>\n<li><span style=\"color: #2d2d2d; font-size: 16px\">Maintain contractual compliance and customer satisfaction</span></li>\n<li><span style=\"font-size: 16px\">Ensure that all assigned complaints and grievances are completed by the deadline and other contractual requirements</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Respond to Comment Letters and client inquiries and requests</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Ensure interactions remain positive and professional with all persons with whom you and the Complaints and Grievance Team interact in the course of your work, both internally and externally</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Researching the details and history of a case and creating a clear timeline of events</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Communicating, both orally and in writing, with members and providers as needed</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Updating members and providers regarding the progress of active and open cases</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Requesting, reviewing, sorting, and preparing data related to complaints and grievances</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Working with relevant departments to complete all necessary follow-up and research</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Complaint and grievance escalations</span></li>\n<li>Interdepartmental and Client Communication</li>\n</ul>\n<ul>\n<li>\n<ul>\n<li><span style=\"font-size: 16px\">Provide daily, weekly and monthly complaint and grievance updates to leadership</span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li>\n<ul>\n<li><span style=\"font-size: 16px\">Recommend solutions and work with internal department leadership to ensure problems are corrected, and departments are advised of corrective measures to prevent recurrences</span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li>\n<ul>\n<li><span style=\"font-size: 16px\">Provide complaint and grievance data to leadership regarding provider complaint and grievance trends</span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Other duties as assigned</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #2d2d2d; font-size: 16px\">Required Education and Experience:</span></span></p>\n<ul>\n<li><span style=\"font-size: 16px\">Minimum High school diploma or equivalent</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Minimum one (1) year in grievance and appeals processing</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Minimum one (1) year in an inbound call center environment</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #2d2d2d; font-size: 16px\">Preferred Education and Experience</span></span></p>\n<ul>\n<li><span style=\"font-size: 16px\">Experience with Medicaid, Medicare, and NEMT guidelines</span><br></li>\n</ul>\n<ul></ul>\n<ul>\n<li><span style=\"font-size: 16px\">Associate’s degree in relevant discipline</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Knowledge of health insurance programs and benefits</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #2d2d2d; font-size: 16px\">Skills</span></span></p>\n<ul>\n<li><span style=\"font-size: 16px\">Customer-oriented with the ability to address customers’ needs while following company procedures.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Outstanding problem-solving skills and ability to use soft skills in a high-stress environment</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Strong analytical skills and the ability to use thinking and logic to solve everyday issues</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Personable, with solid leadership and mentoring skills</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in person, via email, and over the phone</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Ability to meet contractual reporting requirements and deadlines</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Ability to adapt to unforeseen circumstances quickly</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Ability to respond to sensitive or complex issues with tact and sensitivity</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Proficiency in listening and problem-solving skills</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Ability to establish and maintain effective working relationships with members, coworkers, providers, and individuals of varying socio-economic and cultural backgrounds and with special needs populations</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 16px\">Ability to effectively, clearly, and independently document, summarize and resolve member’s concerns and inquiries</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">About Us: </span></p>\n<p><span>SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide Health leverages proprietary technology and a nationwide network of vetted transportation providers to give payers and health systems a more intelligent way to deliver cost-effective, on-demand transportation while improving the patient experience. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at <a href=\"https://cts.businesswire.com/ct/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.saferidehealth.com&amp;esheet=53289599&amp;newsitemid=20230124005371&amp;lan=en-US&amp;anchor=www.saferidehealth.com&amp;index=6&amp;md5=7b89c89f709b335534c9d5bd98a8a7d5\" target=\"_blank\" rel=\"noopener noreferrer\">www.saferidehealth.com</a>.</span></p>",
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