---
title: 'Escalations Specialist at One Pass Solutions'
canonical: 'https://feeny.ai/job/escalations-specialist-one-pass-solutions-united-states-1etzq83f06rj'
type: 'job'
last_seen: '2026-10-20'
---

# Escalations Specialist at One Pass Solutions

- **Company:** One Pass Solutions
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-29
- **Last confirmed live:** 2026-10-20
- **Apply:** https://jobs.ashbyhq.com/one-pass-solutions/b77cdc12-c598-4472-81e6-eafc5fb6f1ff

## Job description

## About One Pass

One Pass is redefining how people engage with health, wellness, and everyday living. Through a comprehensive engagement and loyalty platform, we empower millions of members to live healthier, more connected lives. Backed by deep partnerships across healthcare and supported by a culture of innovation, cross‑functional collaboration, and relentless curiosity, One Pass is scaling rapidly and shaping the future how people lead healthier, fuller lives.

## The Role

The Escalations Specialist will be responsible for managing and resolving complex member cases and escalations, ensuring that our members have a seamless and positive experience with our services. You will work closely with our customer service team, other departments, partners, and management to handle high-priority or difficult issues, resolve conflicts, and ensure high levels of member satisfaction. You will also serve as the team’s subject matter expert on refund-related escalations, applying refund policies and procedures consistently, monitoring refund trends, and supporting refund reporting and analysis. Your goal will be to provide effective solutions, mitigate member dissatisfaction, maintain the integrity of our brand, and identify opportunities to improve the overall member experience.

## Key Responsibilities

Case Resolution

- Manage and resolve escalated member cases, including partnership/network access, technology issues, refund-related concerns, and other high-priority or complex member issues.
- Investigate and analyze the root causes of escalated issues, providing tailored solutions to ensure member satisfaction and loyalty.
- Collaborate with other teams and external vendors/partners to resolve issues and improve member experiences.

Refund Policy & Analysis

- Serve as the team’s subject matter expert for refund policy, applying established guidelines consistently across member cases, making recommendations in accordance with established policies and business guidelines.
- Review and investigate complex refund requests and exception cases, making recommendations in accordance with established policies and business guidelines.
- Conduct audits of refund cases and refund-related processes to ensure accuracy, policy compliance, consistency, and adherence to operational standards.
- Monitor, analyze, and report on refund trends, approvals, denials, and exception requests, flagging opportunities for process.
- Share insights and trends from escalated cases and refund analyses with relevant teams to drive continuous improvement and prevent recurring issues.
- Identify opportunities to streamline processes and improve case resolution times.
- Contribute to the development and maintenance of best practices, guidelines, and documentation for handling complex member cases and refund-related processes.

## About You

You're a proactive problem-solver who thrives under pressure and knows how to balance urgency with judgment. You bring strong customer service instincts, sharp time management, and the ability to prioritize competing escalations without losing sight of the member experience. You know when a case is yours to resolve and when it needs to go to internal management — and you make that call quickly and confidently. You communicate clearly in writing, are comfortable working across digital tools (including AI-assisted tools to draft and refine member communications), and you don't wait to be told there's a problem — you spot it and raise it.

Required Qualifications

- 3+ years in escalations management, customer service, or a related role.
- Proven experience managing complex cases and delivering resolutions in a timely and empathetic manner.
- Demonstrated experience using CRM systems, with Salesforce strongly preferred. Must be proficient in managing customer data, tracking interactions, and utilizing case management software to document, manage, and resolve member/customer inquiries and issues.
- Strong communication and interpersonal skills, with the ability to manage difficult situations with professionalism and empathy.
- Excellent problem-solving skills with a focus on resolution and member satisfaction.
- Strong analytical skills, with the ability to identify patterns across cases and translate them into practical recommendations.
- Strong time management and prioritization skills, with the ability to work effectively under pressure and handle multiple escalations at once.
- Sound judgment in knowing when to independently resolve an issue versus escalating to internal management.
- Excellent written communication skills, with the ability to craft clear, empathetic, member-facing responses.
- Strong organizational skills and attention to detail, with the ability to document and track issues accurately.
- Comfortable learning and working across multiple digital tools and platforms, including AI-assisted tools to support drafting communications and documentation efficiently.

## Preferred Qualifications

- Bachelor's degree in business, communication, or a related field.
- Experience within the fitness or healthcare industry.
- Familiarity with Salesforce and case management software.
- Understanding of the fitness/gym membership industry.

Work Location & Eligibility One Pass Solutions, Inc. offers a flexible work environment. We operate as a hybrid company in the Minnesota–St. Paul Twin Cities area, where team members are expected to work in-office three days per week. We also support remote work across a number of U.S. states. We are currently able to employ individuals who reside in the following states: Arizona, California, Colorado, Connecticut, Delaware, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Virginia, Washington, D.C. Please note: At this time, we are unable to employ individuals residing outside of these jurisdictions.

One Pass Solutions, Inc. commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. You may view all of One Pass Solutions, Inc.’s [recruiting notices here](https://docs.google.com/document/d/1stgTyTYSFhOhONK82c7A1st72fj2wVUAQekpnN4UCFk/edit?usp=sharing), including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.

## About One Pass Solutions

## Company Overview
- **One-liner**: One Pass is a comprehensive fitness and wellness platform that connects millions of members to a vast network of gyms, digital classes, and lifestyle perks through employer and health plan partnerships.
- **Entity Type**: Private (Privately Held)
- **Headquarters**: United States
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Wellness and Fitness Services
- **Target customers**: B2B (Health plans, including Medicare and Medicaid, and employers); the platform's end-users are the members of those plans or employees.
- **Mission or purpose statement**: Not explicitly stated, but the company operates on the premise of making activity and healthy living easier, more flexible, and more affordable to help people build healthier habits that lead to better outcomes for individuals and organizations.

## Products & Services
- **One Pass (Core Platform)**: A comprehensive fitness and wellness membership platform. It provides access to the largest network of in-person gyms (over 27,000 locations, including LA Fitness, Anytime Fitness, Planet Fitness) and digital wellness content (over 35,000 classes from brands like Fitbit, Yogaworks, Daily Burn, and Pvolve).
- **One Pass Select**: A subscription-based wellness platform for employers with five tier levels (Digital $10/mo up to Elite $249/mo). It includes in-person gym access, digital classes, and lifestyle perks like grocery delivery (via Walmart or Shipt).
- **One Pass for Medicare**: A solution designed to improve member satisfaction and reduce costs for Medicare plans, including complimentary access to 90,000+ virtual and in-person options for cognitive and social health.
- **One Pass Medicaid**: Designed to improve health equity and access for Medicaid plans, supporting preventative care and chronic condition management.

## Market Standing
- **Valuation/Market Cap**: Not disclosed.
- **Key Metric**: Total Funding: Not publicly available.
- **Notable Investors/Partners**: Serves more than 150 health plans and 4,000 employers, connecting over 43-47 million people. Key recent partner mention includes Walmart.
- **Growth Signals**: Extraordinary employee growth of **+164.9% YoY** (now 71 employees). Traffic to the main website is also growing rapidly at **+88.2% monthly**. They are actively hiring for multiple remote roles.

## Competitive Advantages
- **Scale & Network**: Boasts the industry's largest network of gyms and digital content, making it a "one-stop-shop" that is difficult for smaller competitors to replicate.
- **B2B Distribution**: Strong moat built on distribution through large health plans (Medicare, Medicaid) and employers, creating high switching costs and recurring revenue.
- **Comprehensive Offering**: Combines physical gym access, digital classes, cognitive health tools, and grocery delivery, addressing a wider spectrum of health and wellness than a pure fitness app.
- **Bundled Perks**: Features like free grocery delivery (Shipt/Walmart) and fuel discounts add significant value that differentiates them from simple gym reimbursements.

## Strategic Focus
- **Health Plan Penetration**: Deepening partnerships with Medicare and Medicaid plans to improve health equity and member satisfaction, directly tying their product to measurable ROI for payers.
- **Platform Expansion**: Continually adding more digital partners (15+ leading brands), gym locations, and lifestyle perks like grocery delivery to increase the value proposition.
- **Scalability**: Growing their tech and operations teams to support the rapid influx of members and partners.

## Why Work Here
- **High-Growth Environment**: The company is in a rapid growth phase (164% headcount growth YoY), offering opportunities for career advancement and impact that are rare in a more mature company.
- **Remote-First Culture**: All current job postings (Data Quality Analyst, Sr. Software Engineer DevOps, etc.) are listed as fully remote, indicating a strong remote work policy.
- **Mission-Driven Work**: Employees contribute to a product that directly improves people's physical and mental health, with a focus on accessibility and equity.
- **Young & Scaling Team**: The LinkedIn profile shows a company with a growing headcount (71 people) and a "manager-heavy" structure (20% of staff are managers), which can signal strong mentorship and leadership development opportunities.

## Sources
1. [one-pass.com](https://one-pass.com/)
2. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/one-pass-solutions)
3. [linkedin.com](https://www.linkedin.com/company/one-pass-solutions)
4. [remoteotter.com](https://remoteotter.com/company/one-pass-solutions)
5. [one-pass.com - Select](https://www.one-pass.com/solutions/select)

## Other roles at One Pass Solutions

- [Senior Manager, Clinical Member Engagement Strategy](https://feeny.ai/job/senior-manager-clinical-member-engagement-strategy-one-pass-solutions-united-ebmgtn9mvx6s) — United States
- [Senior Manager, Consumer Marketing](https://feeny.ai/job/senior-manager-consumer-marketing-one-pass-solutions-united-states-sw43s089mss8) — United States
- [Events Manager](https://feeny.ai/job/events-manager-one-pass-solutions-united-states-0db1tqn2t5ga) — United States
- [Head of Data](https://feeny.ai/job/head-of-data-one-pass-solutions-united-states-aq1w9ar65r6y) — United States
- [Escalations Specialist](https://feeny.ai/job/escalations-specialist-prosper-phoenix-0yb15zckk6kb) — Phoenix, AZ