Escalations Supervisor

Job Title: Escalations Supervisor              

Exempt Status: Exempt

Division: MRR Operations                          

Reports to: Sr. Manager, Outreach

Location: Gardena, CA


Episource, with over 3,000 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans.  Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care.

Job Summary:

As an Escalations Supervisor, you will be responsible for supervising a team of Outreach Specialists who support multiple project functions including outreach and administrative functions. You will be responsible for providing direction of daily work activities and assignments. This position will require you to effectively manage internal and external escalations and inquiries.


  • Supervises a team of Outreach Specialists including work assignments and shift schedules
  • Monitors Specialist daily productivity to ensure personal qualitative and quantitative Key Performance Indicators (KPI’s) are met
  • Track a report measurable performance feedback and conduct coaching as needed
  • Supports Project Management team by providing efficiency reports on specialist project responsibilities
  • Collaborates with training and quality assurance divisions to make process improvements for specialist responsibilities
  • Ensures Outreach Specialist have appropriate training and resources to perform daily tasks
  • Responsible for resolving provider complaints, escalations, and general concerns
  • Collaborate with department leaders and address escalations
  • Responsible for monitoring time card corrections and adherence to attendance
  • May be required to support with additional operational tasks
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures.
  • Make hiring and termination recommendations. Endorse internal employees for advancement, promotion or any other change of status.

Education / Requirements:

  • Minimum HS Diploma/Associate’s/Bachelor’s/Master’s degree preferred.
  • 1-2 Years Call Center management experience
  • Excellent Verbal and written communication skills, including ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office-Word, Excel, Outlook)
  • Must be able to work under pressure and meet deadlines.
  • Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • Proven leadership skills to ensure coaching and feedback to team.
  • Excellent time management.
  • Excellent organizational and problem-solving skills.
  • Must be able to multi-task and navigate quickly through screens in computer systems.


  • Must be able to lift and carry up to 30 lbs.
  • Frequent standing, walking, sitting
  • Some bending, stooping and stretching, eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
  • Requires normal range of hearing and eyesight


Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.