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Hi, we're Oscar. We're hiring a Bilingual Care Specialist to join our Member Escalations 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 work to solve complex issues or concerns impacting our providers & the members they serve. You will act as a subject matter expert for Member & Provider Services. You are a liaison between production teams & optimization/strategy teams. You will assist with internal questions & training support & communicate with our Members & Providers. You contribute to the tracking & reporting of network issues & are a key contributor to our knowledge management system. You are responsible for ensuring workflows are complete & up to date while also managing a queue of assigned cases.
You will report to the Member Escalations Operations Manager.
Work Location:
This is a remote role. You must reside in one of the following states: Alabama, Arizona, Colorado, Florida, Georgia, Illinois, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, or Washington, D.C. Note, this list of states is subject to change.
Pay Transparency:
The set rate for this role is $22.00 per hour. You are also eligible for employee benefits & monthly vacation accrual at a rate of 15 days per year.
Responsibilities
- Handle inbound & outbound calls, secure messages and/or email communications with members or providers
- Manage queue work & and assigned caseload through efficient dashboard management
- Identify, investigate, & resolve issues within determined SLAs
- Collaborate with colleagues, Experts, & Leads to identify trends & roadblocks
- Utilize internal tools & resources seamlessly
- Effectively communicates findings & resolutions with providers & internal departments
- Support Member & Provider Services Representatives with complex issues, workflows, & training
- Escalate updates or incorrect information in the internal knowledge management system for Member & Provider Services
- Partner with production teams across the LifeCycles to improve the member & provider experience
- Compliance with all applicable laws & regulations
- Other duties as assigned
Qualifications
- 1+ years in customer support/healthcare/tech or related field
- Spanish language fluency (reading, writing, speaking)
- 1 + years of claims experience
- 6 + months previous work experience in a fast-paced environment
- 6 + months strong quantitative or analytical skills focused on proactively identifying or solving problems
- 6 + months of provider experience
- High school diploma or GED
Bonus Points
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.
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, & 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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