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.