Clinical Escalations Associate

Client Overview:
Our client is a mental healthcare technology company that helps patients find in-network therapists and psychiatrists while making it easier for providers to accept insurance and manage their practices. By streamlining the administrative side of care, the company is working to improve access to affordable mental health services across the United States. They are seeking a Clinical Escalations Associate.

Salary/Hourly Rate:
$23/hr

Position Overview:
This Clinical Escalations Associate role is responsible for managing the full lifecycle of provider support cases, including case intake, documentation review, provider communication, escalation management, and case resolution. The Clinical Escalations Associate position requires strong attention to detail, effective communication skills, and the ability to manage a high volume of cases while maintaining accurate, HIPAA-compliant records. Working closely with providers and internal clinical teams, the Clinical Escalations Associate ensures timely resolution of inquiries and adherence to established processes and service standards.

Responsibilities of the Clinical Escalations Associate:

• Manage a high volume of provider cases, including case intake, triage, follow-up, and resolution in accordance with established SOPs.
• Conduct provider outreach via email, phone, and internal systems to request documentation, communicate updates, and resolve inquiries.
• Coordinate with clinical reviewers and escalate complex issues as needed to ensure timely case completion.
• Maintain accurate, HIPAA-compliant case records and documentation across platforms including Zendesk, Google Workspace, and internal tools.
• Utilize internal resources, including AI-supported tools, to research case information, streamline workflows, and support efficient resolution.

Required Experience/Skills for the Clinical Escalations Associate:

• Highly organized and detail-oriented; demonstrated experience managing high-volume data entry or repetitive case management tasks accurately.
• Basic Google Sheets proficiency (sorting, filters, simple formulas); comfortable in documentation-heavy workflows using Google Sheets, Google Docs, Zendesk, or similar platforms.
• Process-oriented; follows structured SOPs with precision and manages multiple active workstreams while pivoting between priorities fluidly.
• Clear, concise written communicator; collaborates effectively with clinicians, operations associates, and other contractors.
• Comfortable communicating directly with licensed medical providers via phone and email.
• Proactive learner; asks questions when something is unclear and picks up new workflows quickly, including AI-assisted tools.

Preferred Experience/Skills for the Clinical Escalations Associate:

• Familiarity with case management or ticketing systems (Zendesk, Salesforce, Jira Service Management, or similar) preferred.
• Prior experience in a BPO or high-volume operations environment is a plus.
• Experience in healthcare operations, medical office administration, or a similar clinical/administrative environment preferred.
• HIPAA compliance awareness required; experience handling PHI is a plus.

Education Requirements:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Business, or a related field preferred.

Benefits:

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).

Job Wrapping ID: #LI-AJ3

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EOE/M/F/D/V/SO

Position ID: 411132