One Pass Solutions, Inc. believes that fitness should be accessible, flexible, and tailored to fit your lifestyle. We provide an all-in-one membership that gives you unlimited access to thousands of gyms, fitness studios, online workouts, and even grocery delivery – all through a single monthly subscription.

With One Pass, you can work out on your own terms. Whether you prefer hitting the gym, participating in live online fitness classes, or exploring on-demand workouts at home, we’ve got you covered. Our large network includes popular gym partners like Anytime Fitness, Crunch, LA Fitness, Orangetheory Fitness, and many others, allowing you to choose how and where you get active.

In addition to fitness, we help you fuel your health journey by offering convenient grocery delivery right to your door, so you can easily access nutritious food and stay on track with your wellness goals.

One Pass Solutions, Inc. was founded in 2017 by Optum, a subsidiary of UnitedHealth Group. In early 2025, One Pass Solutions, Inc. spun off and is now operating as a separate entity.

One Pass Solutions, Inc. has two products,One Pass andOne Pass Select, which is offered through insurance partners and employers.

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. Your goal will be to provide effective solutions, mitigate member dissatisfaction, and maintain the integrity of our brand.

Key Responsibilities

• Manage and resolve escalated member cases, including partnership/network access, technology issues, 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.

• Share insights and trends from escalated cases with relevant teams to drive continuous improvement and prevent recurring issues.

• Identify opportunities to streamline processes, improve case resolution times, and enhance overall member experience.

• Participate in developing best practices and guidelines for handling complex member cases.

About You

• 3-7+ years in escalations management, customer service, or a related role, ideally within the fitness or healthcare industry.

• Bachelor’s degree in business, communication, or a related field is desired.

• Proven experience managing complex cases and delivering resolutions in a timely and empathetic manner.

• 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.

• Ability to work effectively under pressure and handle multiple escalations at one.

• Strong organizational skills and attention to detail, with the ability to document and track issues accurately.

• Familiarity with CRM tools (Salesforce) and case management software.

• Understanding of the fitness/gym membership industry is desired.

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.’srecruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.