Complaints and Grievance Supervisor

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.