Issue Resolution Specialist III

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Issue Resolution Specialist III independently manages complex operational issues and serves as a key liaison between internal and external stakeholders to drive timely and effective resolution. The role applies advanced administrative knowledge to research issues, identify root causes, and coordinate cross-functional solutions. This position exercises sound judgment within established frameworks and provides informal guidance to peers on issue resolution approaches. Work is performed with limited supervision, reflecting growing accountability for outcomes and process adherence. Performs other duties as assigned.

Key Accountabilities

• Manage Complex Issue Resolution Activities for Assigned Stakeholders
  • Investigates escalated or non-standard service issues using multiple data sources
  • Coordinates resolution efforts across internal teams to meet service expectations
  • Communicates clearly and proactively with stakeholders throughout the resolution process
  • Confirms resolution effectiveness and documents outcomes accurately
    

• Conduct Root Cause Analysis & Support Corrective Actions
  • Identifies patterns, trends, and systemic contributors to recurring issues
  • Collaborates with business owners to recommend corrective actions
  • Supports implementation of approved solutions within operational guidelines
  • Monitors outcomes to ensure sustained issue resolution
    
• Serve as an Operational Point of Contact for Stakeholders
  • Build trust through consistent, professional issue management
  • Facilitates meetings to review issues, expectations, and progress
  • Provides education and clarification on processes, requirements, and best practices
  • Manages stakeholder expectations regarding timelines and outcomes
  • Must work in-office and be available to assist members in person, addressing questions or concerns across all lines of business for walk-in inquiries
    

• Support Operational Process Improvement Efforts
  • Contributes insights to improve issue intake, tracking, and resolution workflows
  • Identifies opportunities to reduce rework and improve service quality
  • Shares best practices with peers to promote consistency
  • Participates in projects or initiatives related to operational improvements

Required Qualifications

• High School Diploma or equivalent
• 3+ years of experience

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN, Madison, WI, or St. Louis, MO.

The full salary grade for this position is $37,600 - $64,400. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $37,600 - $56,385. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.