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Hi, we're Oscar. We're hiring a Team Lead, Member Escalations to join our CGA team.
Oscar is the first health insurance company built around a full stack technology platform & 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 an expert on production team workflows & lead goals & KPIs for the team of support staff to meet business objectives while providing coaching & leadership. You will partner with stakeholders to assist members with their health insurance needs, while partnering with stakeholders to identify & develop workflow improvements to enhance efficiencies for the team.
You will report to the Concierge Operations Manager.
Work Location:
This is a remote role. You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, 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 the states of California, Connecticut, New Jersey, New York, & Washington is: $64,400 - $71,400 per year. The base pay for this role in all other locations is: $48,960 - $64,260 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program & annual performance bonuses.
Responsibilities
- Hire & manage a team of Oscar colleagues with direct responsibility for performance management, their growth & development, & associated HR administrative tasks
- Manage your team's outcomes, monitor dashboards, & track operational KPIs, conducting root-cause analysis & constructing action plans when issues arise
- Understand & be connected to the type of work your team does daily, 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, & values of Oscar, & providing guidance & motivation to achieve daily operational objectives
- Be a culture carrier, driving engagement with your team by creating an inclusive & inviting culture that aligns with Oscar's core values
- Participate in continuous improvement activities that drive or influence the improvement & development of a production team
- Identify & closing gaps on existing operational workflows
- Work collaboratively across production & other Oscar teams to implement best practice
- Compliance with all applicable laws & regulations
- Other duties as assigned
Qualifications
- 2+ years experience in a customer service environment
- 2+ year of direct people management experience
- 1+ years of experience using data & metrics to drive improvements
- 1+ years of experience working with teams in multiple locations & multiple disciplines
- 1+ years of experience managing projects
Bonus Points
- Bachelor's degree
- Lean Six Sigma or Process Improvement certification
- Prior healthcare and/or insurance experience
- 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 discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves & find both belonging & support. We're on a mission to change health care -- an experience made whole by our unique backgrounds & perspectives..
Pay Transparency:
Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, & experience.
Full-time employees are eligible for benefits including: medical, dental, & vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life & disability insurance, & paid wellness time & 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 (accommodations@hioscar.com) to make the need for an accommodation known.
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