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Escalation Director Jobs (NOW HIRING)

River Edge Behavioral Health Center

De-Escalation Worker

Macon, GA · On-site

$14.50 - $17.50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

De-Escalation - DSP for the Crisis Service Diagnostic Center (CSDC). Company Overview: At River Edge Behavioral Health in Macon, GA, employees are expected to develop meaningful relationships with ...

River Edge Behavioral Health Center

De-Escalation Worker

Macon, GA · On-site

$14.50 - $17.50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

De-Escalation - DSP for the Crisis Service Diagnostic Center (CSDC). Company Overview: At River Edge Behavioral Health in Macon, GA, employees are expected to develop meaningful relationships with ...

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Escalation Director information

What is an escalation director?

Escalation Directors are senior professionals responsible for managing and resolving the most critical and complex customer issues within a company. They typically oversee escalation processes, coordinate cross-functional teams, and ensure timely and effective resolution of problems that standard support channels cannot handle. Escalation Directors also analyze escalation trends to improve processes and prevent future issues. Their role is crucial in maintaining customer satisfaction and protecting the company's reputation.

How does an escalation director typically collaborate with other departments to resolve high-priority issues?

An Escalation Director works closely with cross-functional teams such as customer support, engineering, product management, and executive leadership to address complex or urgent problems that impact clients or business operations. They coordinate communication, facilitate meetings to align on action plans, and ensure that all stakeholders are kept informed on progress and solutions. This role often involves balancing technical resolution with customer satisfaction, requiring strong interpersonal and negotiation skills. Effective collaboration is essential for meeting service level agreements and maintaining positive client relationships.

What are the key skills and qualifications needed to thrive as an escalation director, and why are they important?

To thrive as an Escalation Director, you need deep expertise in incident management, problem resolution, and a strong background in customer support or technical operations, often supported by a relevant degree and leadership experience. Familiarity with CRM platforms, ticketing systems, and escalation tracking tools such as Salesforce Service Cloud or Jira is typically required. Outstanding negotiation, conflict resolution, and communication skills enable effective stakeholder management and team leadership. These competencies are crucial for ensuring rapid, high-quality resolution of critical issues that can impact customer satisfaction and business continuity.

What is the difference between Escalation Director vs Customer Support Manager?

AspectEscalation DirectorCustomer Support Manager
CredentialsExperience in leadership, conflict resolution, and industry-specific knowledgeCustomer service experience, management skills, and industry familiarity
Work EnvironmentStrategic oversight, high-level problem resolution, cross-department coordinationTeam management, daily customer interactions, process improvement
Employer & Industry UsageTech, telecommunications, enterprise servicesRetail, SaaS, service industries

The Escalation Director focuses on high-level issue resolution and strategic management of escalated cases, often working across departments. In contrast, the Customer Support Manager handles daily customer interactions, team supervision, and process improvements. Both roles require strong communication skills, but the Escalation Director operates at a higher strategic level within the organization.

How to become an escalation director?

To become an escalation director, candidates typically need extensive experience in customer support, technical troubleshooting, or operations management, often spanning 5-10 years. Developing strong leadership, communication, and problem-solving skills, along with knowledge of relevant tools and industry standards, is essential. Earning certifications in project management or customer service can also enhance qualifications.
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Escalation Director jobs near you
Infographic showing various Escalation Director job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 12% Part Time, 1% Temporary, and 1% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

LPN Escalation

CHARTSPAN MEDICAL TECHNOLOGIES INC

Greenville, SC • On-site

$21.50/hr

Full-time

Re-posted 2 days ago

Job description

Description:

ChartSpan is the largest chronic care management (CCM) service provider in the US. CCM and Remote Patient Monitoring (RPM) programs focus on patients who have multiple (two or more) chronic conditions that are expected to last at least 12 months or more. We provide an essential service that helps providers stay in touch with and meet their patients’ healthcare needs in between office visits.

Position Overview:

The LPN Escalation nurse serves as an escalation point for the care management (CCM) and Remote Patient Monitoring (RPM) teams, resolving patient concerns within LPN scope of practice and escalating complex or urgent concerns to the RN Escalation team.

Schedule:

This position is 1st shift (day shift), operating Monday through Friday.

This is a full-time, full-benefits remote role. All necessary equipment will be provided.

Responsibilities

  • Serve as an escalation point for outbound, inbound, and enrollment teams when patient concerns exceed the initial caller's scope of practice.
  • Rapidly review patient history, vitals, and RPM readings to determine urgency and appropriate next steps.
  • Provide direct patient outreach for escalated concerns, applying clinical judgment within LPN scope of practice.
  • Monitor RPM alerts and out-of-range readings and determine whether escalation or routine follow-up is warranted.
  • Escalate concerns requiring RN- or provider-level assessment to the RN Escalation team promptly.
  • Communicate with ordering providers' offices as needed to relay patient concerns and coordinate care.
  • Support both care management (CCM) and remote patient monitoring (RPM) patient populations.
  • Document all escalation activity, assessments, and outcomes thoroughly and compliantly.
  • Maintain productivity and quality standards while managing a fluctuating volume of escalated cases.


Requirements:

Requirements

Qualifications:

  • Current active, compact LPN/LVN license.
  • Strong triage and critical-thinking skills — able to rapidly assess urgency and prioritize competing patient needs.
  • Ability to work independently and exercise sound clinical judgment within LPN scope of practice.
  • Excellence in following established clinical escalation protocols and procedures.
  • Composed and focused under pressure, particularly when handling urgent or sensitive patient concerns.
  • Strong communication skills for coordinating with providers' offices and the RN Escalation team.
  • Eagerness to assist fellow co-workers and contribute to team success.
  • Work Environment:
  • This position is fully remote. Equipment is provided.
  • This position operates in a professional office environment.
  • This position routinely uses standard office equipment such as computers and phones.

Required Education:

LPN/LVN degree from an accredited nursing program.

Join us in our commitment to delivering outstanding patient care and making a meaningful impact in healthcare!