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# Escalation Support Specialist Remote

- **Company:** SkySource Solutions
- **Location:** Cleveland, OH, United States (Remote available)
- **Salary:** $41,600.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook
- **Published:** September 16, 2026
- **Apply:** https://www.thejobnetwork.com/job/ae14607b-f016-4299-a8fb-013a4b89e7cd/escalations-support-specialist-remote-but-local-to-cleveland

## About the Role

* Strong investigative, analytical, and problem-solving skills.
 * Excellent written and verbal communication skills.
 * Strong professional correspondence and documentation abilities.
 * Strong attention to detail and organizational skills.
 * Ability to manage multiple priorities and cases in a high-volume environment.
 * Ability to professionally handle escalated or sensitive member concerns.
 * Proficiency with Microsoft Outlook, Excel, and Word.
 * Experience with case tracking, claims, CRM, or similar systems preferred.
 * Ability to maintain confidentiality and appropriately handle sensitive information.

Preferred Experience

Candidates with previous experience in claims, insurance, benefits, legal services, escalations, appeals, complaint resolution, case management, or customer service are strongly encouraged to apply.

## Description

SkySource Solutions is seeking an Escalation Support Specialist to support MetLife Legal Plans. This position supports the claims function by handling resolution-focused activities, including member escalations, fee reimbursement appeals, complaints, denial communications, and complex claim inquiries. The ideal candidate will have strong investigative, analytical, and communication skills with the ability to professionally handle sensitive and complex member concerns., * Review and respond to escalated member inquiries received from Customer Service, Client Services, leadership teams, and other internal stakeholders.

 * Investigate member complaints, including executive, presidential, BBB, DOI, and other regulatory complaints.
 * Investigate complex claim and reimbursement issues to determine appropriate resolutions.
 * Compile claim histories, supporting evidence, documentation, and case timelines.
 * Draft professional complaint responses for management review.
 * Coordinate with internal partners to obtain information necessary for complaint and claim resolution.
 * Communicate with members and internal departments regarding claim status, decisions, resolutions, and next steps.
 * Review claim determinations and supporting documentation.
 * Prepare and send fee reimbursement denial letters in accordance with established claim determination guidelines.
 * Ensure denial letters clearly explain the reason for denial and any available appeal rights.
 * Respond to member questions regarding denial determinations and appeal procedures.
 * Maintain accurate records and supporting documentation for complaints, escalations, and denial communications.
 * Maintain resolution tracking logs and ensure timely follow-up on open issues.
 * Handle sensitive and confidential member information appropriately.