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Escalation Specialist

Harborhealth · Active · JazzHR / ApplyToJob

Job facts

FieldValue
CompanyHarborhealth
TitleEscalation Specialist
Normalized title-
Department / team-
Location-
Work model-
Employment typeFull Time
Salary-
Statusactive
ATS providerJazzHR / ApplyToJob
Posted / first seen2026-05-15 / 2026-05-30
Changed / last seen2026-05-30 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Harborhealth.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through JazzHR / ApplyToJob.Open
Provider filtered searchThe same provider as a filtered job collection.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyHarborhealth
Source726ff530-a35c-408c-8bc0-e3b5b72aad7d
ATS providerJazzHR / ApplyToJob

Description

Position Overview The Contact Center Escalation Specialist is responsible for investigating, documenting, and resolving complex member and provider complaints within Harbor Health's contact center. This role requires strong analytical skills, deep knowledge of health insurance processes, and a commitment to delivering thorough, compliant resolutions. The Escalation Specialist collaborates closely with Legal, QA, and Operations teams to address systemic issues and ensure outstanding member outcomes. Duties & Responsibilities Conduct research and analysis of incoming member and provider complaints to determine root causes and appropriate corrective actions   Implement resolution strategies for complex member issues, ensuring consistent and compliant outcomes in line with Harbor Health policies and regulatory requirements Document all complaint details, investigation steps, resolutions, and follow-up activities with meticulous accuracy in the designated tracking system Ensure complaint handling procedures and resolutions adhere to internal policies and applicable regulations (HIPAA, CMS, TDI) Execute timely, proactive follow-up with members and internal stakeholders to confirm resolution satisfaction and mitigate recurrence or further escalation Collaborate cross-functionally with Legal, Quality Assurance, and Operations to address systemic issues identified through the complaints process Desired Professional Skills & Experience Required 1–2 years of experience in member services or provider services within a healthcare environment Comprehensive understanding of health insurance plan processes: claims, appeals, grievances, and prior authorizations   Proficiency in healthcare compliance standards and internal policies related to complaint management (HIPAA, CMS, TDI)   Proven experience with compliance procedures and medical group plan operations Exceptional written and verbal communication; ability to manage sensitive member issues with professionalism Strong research, analysis, and problem-solving skills to identify root causes and implement effective resolutions Competency maintaining records in CRM or complaint management software Ability to collaborate effectively with Legal, QA, and Operations teams Preferred Prior experience in a primary care or value-based care setting Familiarity with payvider, ACO, or managed Medicaid/Medicare environments Experience with Athena or similar EHR/practice management systems Bilingual: English / Spanish  Understanding of HEDIS or Star Ratings quality measures What We Offer Opportunity to shape how Harbor Health resolves member issues and builds trust in a first-of-its-kind payvider model in Texas Collaborative and dynamic work environment where your effort and voice are visible An organization of people passionate about transforming healthcare for underserved communities Competitive salary and benefits package   Professional development and growth opportunities as the team scales   A transparent startup culture with direct access to leadership Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Full job record

Job IDcdd988120ea628f1414cc6b456a19c29fe0cda68
Org IDeb6ea02a-61de-4121-b49f-338232283540
Source ID726ff530-a35c-408c-8bc0-e3b5b72aad7d
Board ID726ff530-a35c-408c-8bc0-e3b5b72aad7d
Providerjazzhr
Provider Job KeyJVSxi3pBcm
TitleEscalation Specialist
Normalized Title—
Statusactive
Activeyes
Location Text—
Department—
Team—
Employment Typefull_time
Workplace Type—
Remote Policy—
Country—
Region—
City—
Salary Raw—
Salary Min—
Salary Max—
Salary Currency—
Salary Period—
Source URLhttps://harborhealth.applytojob.com/apply/JVSxi3pBcm/Escalation-Specialist
Apply URLhttps://harborhealth.applytojob.com/apply/JVSxi3pBcm/Escalation-Specialist
First Seen At2026-05-30 05:52:38Z
Last Seen At2026-06-06 10:40:18Z
Last Checked At2026-06-06 10:40:18Z
Last Changed At2026-05-30 05:52:38Z
Inactive At—
Source Posted At2026-05-15 00:00:00Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=jazzhr/board=harborhealth/date=2026-06-06/2026-06-06T10-40-15-417Z-d6bf72012eb0e67d28803cd442cac97949c9819759271ce33d78f46de4cade3c.json
Event Fields
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  "last_changed_at": "2026-05-30T05:52:38.004Z",
  "active_status": "active"
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Extensions
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Native Structured
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    "description_html": "<p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Position Overview</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The Contact Center Escalation Specialist is responsible for investigating, documenting, and resolving complex member and provider complaints within Harbor Health's contact center.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">This role requires strong analytical skills, deep knowledge of health insurance processes, and a commitment to delivering thorough, compliant resolutions. The Escalation Specialist collaborates closely with Legal, QA, and Operations teams to address systemic issues and ensure outstanding member outcomes.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Duties & Responsibilities</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Conduct research and analysis of incoming member and provider complaints to determine root causes and appropriate corrective actions</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Implement resolution strategies for complex member issues, ensuring consistent and compliant outcomes in line with Harbor Health policies and regulatory requirements</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Document all complaint details, investigation steps, resolutions, and follow-up activities with meticulous accuracy in the designated tracking system</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure complaint handling procedures and resolutions adhere to internal policies and applicable regulations (HIPAA, CMS, TDI)</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Execute timely, proactive follow-up with members and internal stakeholders to confirm resolution satisfaction and mitigate recurrence or further escalation</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborate cross-functionally with Legal, Quality Assurance, and Operations to address systemic issues identified through the complaints process</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Desired Professional Skills & Experience</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Required</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">1–2 years of experience in member services or provider services within a healthcare environment</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comprehensive understanding of health insurance plan processes: claims, appeals, grievances, and prior authorizations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proficiency in healthcare compliance standards and internal policies related to complaint management (HIPAA, CMS, TDI)</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proven experience with compliance procedures and medical group plan operations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Exceptional written and verbal communication; ability to manage sensitive member issues with professionalism</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong research, analysis, and problem-solving skills to identify root causes and implement effective resolutions</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competency maintaining records in CRM or complaint management software</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to collaborate effectively with Legal, QA, and Operations teams</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Preferred</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Prior experience in a primary care or value-based care setting</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with payvider, ACO, or managed Medicaid/Medicare environments</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with Athena or similar EHR/practice management systems</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bilingual: English / Spanish </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Understanding of HEDIS or Star Ratings quality measures</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What We Offer</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Opportunity to shape how Harbor Health resolves member issues and builds trust in a first-of-its-kind payvider model in Texas</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborative and dynamic work environment where your effort and voice are visible</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">An organization of people passionate about transforming healthcare for underserved communities</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competitive salary and benefits package</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Professional development and growth opportunities as the team scales</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A transparent startup culture with direct access to leadership</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:1px;margin-bottom:1px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:8px;margin-bottom:5px;\"><span style=\"font-size:9pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.</span></span></span></span></span></span></p>",
    "description_text": "Position Overview\n The Contact Center Escalation Specialist is responsible for investigating, documenting, and resolving complex member and provider complaints within Harbor Health's contact center.\n This role requires strong analytical skills, deep knowledge of health insurance processes, and a commitment to delivering thorough, compliant resolutions. The Escalation Specialist collaborates closely with Legal, QA, and Operations teams to address systemic issues and ensure outstanding member outcomes.\n Duties & Responsibilities\n Conduct research and analysis of incoming member and provider complaints to determine root causes and appropriate corrective actions\n   Implement resolution strategies for complex member issues, ensuring consistent and compliant outcomes in line with Harbor Health policies and regulatory requirements\n Document all complaint details, investigation steps, resolutions, and follow-up activities with meticulous accuracy in the designated tracking system\n Ensure complaint handling procedures and resolutions adhere to internal policies and applicable regulations (HIPAA, CMS, TDI)\n Execute timely, proactive follow-up with members and internal stakeholders to confirm resolution satisfaction and mitigate recurrence or further escalation\n Collaborate cross-functionally with Legal, Quality Assurance, and Operations to address systemic issues identified through the complaints process\n Desired Professional Skills & Experience\n Required\n 1–2 years of experience in member services or provider services within a healthcare environment\n Comprehensive understanding of health insurance plan processes: claims, appeals, grievances, and prior authorizations\n   Proficiency in healthcare compliance standards and internal policies related to complaint management (HIPAA, CMS, TDI)\n   Proven experience with compliance procedures and medical group plan operations\n Exceptional written and verbal communication; ability to manage sensitive member issues with professionalism\n Strong research, analysis, and problem-solving skills to identify root causes and implement effective resolutions\n Competency maintaining records in CRM or complaint management software\n Ability to collaborate effectively with Legal, QA, and Operations teams\n Preferred\n Prior experience in a primary care or value-based care setting\n Familiarity with payvider, ACO, or managed Medicaid/Medicare environments\n Experience with Athena or similar EHR/practice management systems\n Bilingual: English / Spanish\n Understanding of HEDIS or Star Ratings quality measures\n What We Offer\n Opportunity to shape how Harbor Health resolves member issues and builds trust in a first-of-its-kind payvider model in Texas\n Collaborative and dynamic work environment where your effort and voice are visible\n An organization of people passionate about transforming healthcare for underserved communities\n Competitive salary and benefits package\n   Professional development and growth opportunities as the team scales\n   A transparent startup culture with direct access to leadership\n Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.",
    "jsonld_jobposting": {
      "url": "https://harborhealth.applytojob.com/apply/JVSxi3pBcm/Escalation-Specialist",
      "@type": "JobPosting",
      "title": "Escalation Specialist",
      "@context": "http://schema.org/",
      "datePosted": "2026-05-15",
      "description": "<p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Position Overview</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The Contact Center Escalation Specialist is responsible for investigating, documenting, and resolving complex member and provider complaints within Harbor Health's contact center.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">This role requires strong analytical skills, deep knowledge of health insurance processes, and a commitment to delivering thorough, compliant resolutions. The Escalation Specialist collaborates closely with Legal, QA, and Operations teams to address systemic issues and ensure outstanding member outcomes.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Duties & Responsibilities</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Conduct research and analysis of incoming member and provider complaints to determine root causes and appropriate corrective actions</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Implement resolution strategies for complex member issues, ensuring consistent and compliant outcomes in line with Harbor Health policies and regulatory requirements</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Document all complaint details, investigation steps, resolutions, and follow-up activities with meticulous accuracy in the designated tracking system</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure complaint handling procedures and resolutions adhere to internal policies and applicable regulations (HIPAA, CMS, TDI)</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Execute timely, proactive follow-up with members and internal stakeholders to confirm resolution satisfaction and mitigate recurrence or further escalation</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborate cross-functionally with Legal, Quality Assurance, and Operations to address systemic issues identified through the complaints process</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Desired Professional Skills & Experience</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Required</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">1–2 years of experience in member services or provider services within a healthcare environment</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comprehensive understanding of health insurance plan processes: claims, appeals, grievances, and prior authorizations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proficiency in healthcare compliance standards and internal policies related to complaint management (HIPAA, CMS, TDI)</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proven experience with compliance procedures and medical group plan operations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Exceptional written and verbal communication; ability to manage sensitive member issues with professionalism</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong research, analysis, and problem-solving skills to identify root causes and implement effective resolutions</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competency maintaining records in CRM or complaint management software</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to collaborate effectively with Legal, QA, and Operations teams</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Preferred</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Prior experience in a primary care or value-based care setting</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with payvider, ACO, or managed Medicaid/Medicare environments</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with Athena or similar EHR/practice management systems</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bilingual: English / Spanish </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Understanding of HEDIS or Star Ratings quality measures</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What We Offer</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Opportunity to shape how Harbor Health resolves member issues and builds trust in a first-of-its-kind payvider model in Texas</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborative and dynamic work environment where your effort and voice are visible</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">An organization of people passionate about transforming healthcare for underserved communities</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competitive salary and benefits package</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Professional development and growth opportunities as the team scales</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A transparent startup culture with direct access to leadership</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:1px;margin-bottom:1px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:8px;margin-bottom:5px;\"><span style=\"font-size:9pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.</span></span></span></span></span></span></p>",
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      },
      "validThrough": "2026-08-13",
      "uniqueJobCode": "job_20260515135831_3ZTGSVLVNJCOYIK9",
      "employmentType": "FULL_TIME",
      "jobLocationType": "TELECOMMUTE",
      "hiringOrganization": {
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        "name": "Harbor Health",
        "@type": "Organization",
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      "experienceRequirements": "Experienced",
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        "name": "US",
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    }
  },
  "list_job": {
    "id": "JVSxi3pBcm",
    "title": "Escalation Specialist",
    "detailUrl": "https://harborhealth.applytojob.com/apply/jobs/details/JVSxi3pBcm?&"
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