Manager - Customer Response Team

About GeoBlue

At GeoBlue, we combine the latest in technology with worldwide healthcare expertise and a commitment to unsurpassed service to deliver first-rate global medical assistance and health benefits for world travelers. We are proud to say we set the standard for service and innovation in the health services industry.

We are currently seeking a leader for the newly created Customer Response Team within the Corporate Operations division. The Customer Response Manager will report to the VP, Operations Transformation. This enterprise wide support role has a budgeted base salary between $98,000 - $100,00 and is eligible for a 10% annual bonus target.

What You Will Do:

The Manager of the Customer Response Team will lead this newly created team of professionals to enhance customer experience. The Manager is responsible for the full lifecycle of customer feedback, escalations, appeals, and grievances to ensure a consistent, timely, and empathetic resolution process. This role collaborates across departments to resolve complex issues, ensures compliance with regulatory standards, and drives reporting and analytics to gain insight into improving customer satisfaction and operational efficiency. Detailed responsibilities include:

• Provide oversight and hands-on management of the multi-channel (surveys, social media, apps) close-the-loop processes related to member feedback or escalations
• Manage and resolve escalated member and provider inquiries directed to executive leadership
• Manage the full cycle of the appeals process for denied claims, services, or benefits, ensuring appeals are reviewed, documented, and resolved in compliance with federal and state regulations
• Collaborate with internal stakeholders and departments across the organization such as Claims and Customer Service to resolve complex issues
• Serve as a liaison between executive leadership, internal departments, external stakeholders and operational teams throughout issue resolution
• Ensure timely, accurate, and empathetic responses to sensitive or high-profile cases
• Manage and mentor a team of escalations, appeals and grievances leads and specialists and allocate resources to ensure timely and accurate case resolution
• Maintain up-to-date knowledge of CMS, HIPAA, ACA, and state-specific grievance and appeals regulations
• Generate reports on appeal volumes, outcomes, and turnaround times
• Analyze feedback, escalations, and appeals trends to identify systemic issues and recommend corrective actions and/or process improvements that reduce pain points and improve satisfaction
• Drive robust reporting & analytics of customer experience and present trends to executive team and internal stakeholders, informing process, product, and service improvements

• Your experience includes at least 5 years of progressive people management in Operations (Customer Service, Claim, or Appeals preferred) with direct experience in Health Insurance. You are a reliable motivator and can manage team performance. Strong customer service ethos is critical
• You also have at least 1 year of experience managing executive-level or regulatory escalations
• You can interpret complex clinical and administrative data and have experience using data analysis to identify trends, solve problems, and drive business decisions
• Your writing skills are solid to draft professional appeal responses, and you can effectively communicate and interact with internal stakeholders at all levels
• You bring experience managing cross-functional projects and you are proficient in claims systems, appeals tracking tools, and Microsoft Office Suite
• You are someone who has a high level of integrity and commitment to compliance and member advocacy as well as high emotional intelligence, professionalism, and discretion.

• Flexibility to work from your remote home office
• Opportunity for career advancement
• Competitive medical plans, with Telemedicine available
• 401(k) with generous company match
• Robust PTO accrual program with carry-over option
• Paid parental leave
• Employee assistance and wellness support 24/7
• Free international healthcare coverage
• Work abroad arrangements available (for up to 30 days)
• Tuition reimbursement