Client Services Escalation Analyst

$39,520 - $49,920/Yr

Dawson - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Ambulatory Health Care Services

About the position

The Client Services Escalation Analyst will focus on improving processes and best practices to effectively resolve and reduce escalations from the Contact Center and Claims Services departments. This role involves thorough research and problem-solving to provide clear and timely responses to claimant inquiries, ensuring high-quality service standards are maintained.

Responsibilities

• Provide timely and accurate responses to current and past-due escalations, demonstrating a sense of urgency.
• Assist in developing FAQs and identifying deficiencies and other opportunities to reduce escalations.
• Participate in the development and implementation of a set of standards for escalation staff to ensure consistent service levels.
• Research complex claim inquiries and process issues, communicating findings with project teams, claimants, and other operational departments.
• Foster a team environment and build cooperation between client services and other departments to provide high-quality service standards.
• Respond directly to actual callers/claimants, as needed.

Requirements

• Minimum 1 year of experience in a customer service or administrative role.
• Strong verbal and written communication skills with a calm, professional demeanor.
• Excellent critical thinking, multitasking, and information-processing abilities in a fast-paced environment.
• Proficiency in MS Office Suite, especially Word, Excel, and Outlook.
• High attention to detail and ability to work independently with minimal supervision.
• Familiarity with legal documents (e.g., court orders, settlement agreements) is preferred.
• Honest, ethical, and accountable, with a strong sense of confidentiality and responsibility.
• Client-focused with a commitment to building and maintaining collaborative relationships.
• Analytical mindset to identify trends, monitor metrics, and propose innovative solutions.
• Thrives in a small-team environment with a proactive and goal-oriented approach.

Nice-to-haves

• Familiarity with legal documents (e.g., court orders, settlement agreements) is preferred.