Member & Provider Escalations Team Lead at Oscar Health

**Who this is for** This position is for an experienced people manager who excels at coaching teams and optimizing workflows in a fast-paced customer-facing env

Work type: remote

Location: Georgia, United States

Salary: $55,890 – $73,355/yr

Type: Full-time

Summary

**Who this is for** This position is for an experienced people manager who excels at coaching teams and optimizing workflows in a fast-paced customer-facing environment. **Key highlights** You will lead a team of support staff, drive operational KPIs through data-driven insights, and act as a culture carrier while collaborating across departments to resolve complex member issues. **You might be a good fit if you...** - Have 2+ years of direct people management experience in customer service or escalations. - Possess 1+ years of healthcare or insurance industry experience. - Are skilled at using data and metrics to identify and close operational workflow gaps. - Have at least 1 year of experience in formal project management.

Job Description

Hi, we're Oscar. We're hiring a Member Escalations Team Lead to join our team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

### About the role

You will be the expert on production team workflows and is responsible for driving goals and KPIs for the team of support staff to meet business objectives while providing coaching and leadership. This role partners with stakeholders to assist members with their health insurance needs, while partnering with stakeholders to identify and develop workflow improvements to enhance efficiencies for the team.

You will report to the Manager, Member Escalations Operations.

Work Location:Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission. This is a remote role.You must reside in Georgia.#LI-Remote

Pay Transparency:

The base pay for this role in all other locations is: $55,890 - $73,355 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

### Responsibilities

• Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth and development, and associated HR administrative tasks

• Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise

• Understand and be connected to the type of work your team does on a daily basis, being able to make volume-based decisions that best serve our customers.

• Serve as a central communicator by leading team huddles with Oscar colleagues, connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational objectives

• Be a culture carrier, driving engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values

• Actively lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team

• Identify and closing gaps on existing operational workflows

• Work collaboratively across production and other Oscar teams to implement best practice

• Compliance with all applicable laws and regulations

• Other duties as assigned

• 2+ years experience in a customer service or escalations environment

• 1+ years healthcare and/or insurance experience

• 2+ years of direct people management experience

• 1+ years of experience using data and metrics to drive improvements

• 1+ years of experience working with teams in multiple locations and multiple disciplines

• 1+ years managing projects

• Bachelor's degree

• 1+ years of claims processing experience

• Lean Six Sigma or Process Improvement certification

• Advanced Google Suite or Microsoft Office capabilities

• 2+ years experience solving complex inquiries

At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.

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