Hi, we're Oscar. We're hiring a Executive & Social Media Escalations Expert 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 solve complex member and provider issues by leveraging the technical tools across the production operation. You will leverage key skills objectivity to review highly complex cases escalated by members and providers through executive level complaints and social media platforms
You will report to the Associate Director, CG&A.
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. #LI-Remote
Pay Transparency:
The base pay for this role in all other locations is: $42, 480- $55,775 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, and annual performance bonuses.
Responsibilities
- Manage and resolve high-visibility executive level complaints with urgency and professionalism.
- Manage timelines for internal or external escalated cases and communicate with appropriate parties for resolution
- Conduct workflow reviews and provide feedback to improve internal processes, department quality and insights.
- Draft and deliver executive level communications with stakeholders, including summaries, root cause analysis and action plans
- Be a point person for stakeholders in other areas of the organization to improve feedback loops and trend member and provider issues
- Support service ops reps through a variety of communication venues
- Compliance with all applicable laws and regulations
- Other duties as assigned
Qualifications
- 1+ years Healthcare experience
- 2+ years previous work experience in a volume-based environment
- 2+ years strong quantitative or analytical skills focused on proactively identifying or solving problems
- Prior career practice relating to conflict management and providing feedback to others
- Strong verbal communication skills and experience drafting and delivering professional written communications for executive level audiences with the ability to convey complex information concisely with appropriate tone.
- Strong proficiency navigating and working in multi-system environment
Bonus Points
- Bachelor’s Degree
- Advanced Google Suite or Microsoft Office capabilities or willingness to learn
- Advanced Operations Certificate (Lean Six Sigma or similar)
- Previous project oversight experience
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 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.
Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time 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 applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team ([email protected]) to make the need for an accommodation known.
Artificial Intelligence (AI) Guidelines: Please see our AI Guidelines for the acceptable use of artificial intelligence during the interview process at Oscar.
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.
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What We Do
Health care is broken; we're trying to fix it. The Oscar team is focused on utilizing technology, design and data to humanize health care. We're a group of technology and health care professionals who looked at the current state of the US health care system, got frustrated by the horrible consumer experience, and decided to do something big about it. Backed by a renowned set of investors and advisors, we’ve set out to revolutionize health care.
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