Member Escalations Team Lead
Member Escalations Team Lead
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Job Description
Hi were Oscar. Were 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 ourselvesone 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 one of the following states: Alabama Arizona Arkansas California Colorado Connecticut Florida Georgia Illinois Indiana Iowa Kansas Kentucky Maine Maryland Massachusetts Michigan Minnesota Missouri Nevada New Hampshire New Jersey New Mexico New York North Carolina Ohio Oregon Pennsylvania Rhode Island South Carolina Tennessee Texas Utah Vermont Virginia Washington or Washington D.C. Note this list of states is subject to change. #LIRemote
Pay Transparency:
The base pay for this role in the states of California Connecticut New Jersey New York and Washington is: $60000 $78750 per year. The base pay for this role in all other locations is: $54000 $70875 per year. You are also eligible for employee benefits participation in Oscars 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 teams outcomes monitor dashboards and track operational KPIs conducting rootcause 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 volumebased 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 Oscars 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
Qualifications
- 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
Bonus Points
- Bachelors 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
This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.
At Oscar being an Equal Opportunity Employer means more than upholding discriminationfree hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. Were on a mission to change health care an experience made whole by our unique backgrounds and perspectives.
Pay Transparency: Final offer amounts within the base pay set forth above are determined by factors including your relevant skills education and experience. Fulltime employees are eligible for benefits including: medical dental and vision benefits 11 paid holidays paid sick time paid parental leave 401(k) plan participation life and disability insurance and paid wellness time and reimbursements.
Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications without regard to applicants disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team to make the need for an accommodation known.
California Residents: For information about our collection use and disclosure of applicants personal information as well as applicants rights over their personal information please see our Notice to Job Applicants.
Employment Type
Full-Time
