Lead the Complaints & Grievances team to ensure high-quality member experiences while maintaining compliance and implementing process improvements to enhance service quality.
About the Role
SafeRide Health is seeking a Complaints & Grievances Supervisor to lead a team responsible for resolving member complaints, grievances, appeals, and provider disputes. This role plays a critical part in ensuring a high-quality member experience while maintaining compliance with client and regulatory requirements. The ideal candidate brings strong operational leadership, attention to detail, and a passion for improving processes that directly impact patient access to care.
Job Responsibilities
Supervise daily operations of the Complaints & Grievances team, ensuring cases are handled accurately and within required timelines
Coach and support team members to drive performance across productivity, quality, and service standards
Oversee complaint, grievance, appeal, and dispute case management, ensuring proper documentation and compliance
Review and support responses for complex or escalated cases, ensuring clear and professional communication
Partner with internal teams to investigate cases and ensure timely resolution and follow-up
Analyze trends in complaints and grievances, providing insights and recommendations to leadership
Identify and implement process improvements to enhance service quality and prevent recurring issues
Required Qualifications:
High school diploma or equivalent
Minimum of 3 years of experience in complaints & grievances, appeals processing, or case management
Minimum of 2 years of experience in a call center or customer support environment
Experience leading, mentoring, or supervising team members
Preferred Qualifications
Associate’s degree or higher in a related field
Experience with Medicaid, Medicare, or NEMT guidelines
Knowledge of healthcare benefits or insurance programs
Benefits:
We offer a remote-first work environment, competitive compensation, and comprehensive benefits including:
Career growth and development opportunities in a mission-driven organization
Competitive salary and annual bonus opportunities
Comprehensive medical, dental, and vision insurance
401(k) with company match
Generous PTO, paid company holidays, and paid parental leave
About Us: 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 employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com.
SafeRide Health is a technology-driven broker that enhances access to care by providing non-emergency medical transportation. Our platform connects vulnerable patient populations with timely and cost-effective transport solutions, partnering with Medicare Advantage and Medicaid organizations to improve the delivery of care across the nation.
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