Escalation Specialist

Cedar is seeking an Escalation Specialist to support our stellar Patient Advocate team. In this role, you’ll be responsible for handling complex patient concerns, high-priority escalations, and sensitive issues that require expert-level communication, critical thinking, and problem-solving skills. You’ll collaborate across departments, triage feedback, and contribute to improving the overall patient and client experience.

Our ideal candidate is a subject matter expert in healthcare billing processes who thrives in fast-paced environments and enjoys coaching others while resolving challenging cases.

Responsibilities

Escalation Handling & Patient Interaction

• Manage client escalations
• Handle patient and client escalations, including call-backs and supervisor-level interactions
• Communicate effectively with patients via phone, chat, and email
• Process secure payments and route sensitive documentation appropriately
• Conduct outbound and inbound calls to assist with account resolution
• Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction if applicable
• Maintain SME status with industry expertise to support team questions/escalations, problem-solving, and industry inquiries.
• Assists with additional tasks as necessary

Required Skills & Experience

• Strong background in healthcare billing and electronic medical systems
• Advanced de-escalation and customer communication skills
• Demonstrated critical thinking and problem-solving ability
• Detail-oriented and skilled at managing multiple workflows
• Empathetic, composed, and professional in high-pressure interactions
• Passionate about improving the healthcare financial experience

What do we offer to the ideal candidate?

• A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
• Competitive pay, equity (for qualifying roles), and health benefits, including fertility & adoption assistance, that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
• Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally