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Oscar Health // health insurance
 
Tempe, Arizona, United States    Posted: Friday, September 17, 2021
 
   
 
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JOB DETAILS
 

Hi, we're Oscar. Were hiring a Clinical Concierge Team Lead to join our Clinical Concierge team. 

Oscar is a technology-driven, consumer-focused health insurance startup founded in 2012 & headquartered in New York City. Our goal is to make health insurance simple, transparent, & human. We need your help to do so.

About the role:

The Clinical Concierge Operations team (CCT) partners with Oscars Concierge Clinicians to help manage Oscars sickest members. Through assistance with care coordination & care routing the team helps members reach their optimum health goals in the most cost effective way. 

The CCT Lead is an expert on all of Oscars standard & specialized Clinical Ops team workflows. They are responsible for driving goals & KPIs for various levels of support staff to meet business objectives. They mentor the Clinical Concierge Specialists & Clinical Concierge Care Guides through coaching around content knowledge, process management, clinical team support & engagement. They will support the team in their effectiveness, improvement of workflows, career development, & team morale. As a Lead, you will also build upon interdepartmental partnerships to develop operational workflow improvements to enhance efficiencies for our members & team. You will be an asset to the Clinical Concierge team by being an expert in both Concierge & Clinical workflows.

The Clinical Concierge Operations Lead will manage the success of multiple Clinical Concierge specialists (CCS) & Clinical Care Guides (CCGs), driving member & employee satisfaction throughout all regions of Clinical Concierge. You will report to an Operations Manager. 

You will report to the Manager of CCM Operations. This is a remote role, you are able to work remotely in one of the following states: Arizona, California, Connecticut, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, or Washington. Note, this list of states is subject to change.

Responsibilities:

  • Guide your teams metrics, including productivity, adherence to schedule, & employee satisfaction
  • Maintain team dashboard - regularly check that escalations are being completed & communicated in a timely manner
  • A consistent focus on coaching, developing & leading direct reports.
  • Serving as a central communicator -- leading team huddles, promoting vision & strategy, & providing feedback to members of the team & company. 
  • Effectively collaborate with inter-departmental teams to take down roadblocks & create scalable solutions
  • Uphold & enforce Oscar policies that drive accountability & alignment
  • Manage payroll & attendance on a weekly basis along with other Workday related tasks
  • Manage daily needs of your team, including hiring, training & scheduling of CCT Teams
  • Support your direct reps by quarterbacking complex issues that could not be solved using conventional workflows.
  • Act as a point person for specific stakeholders in other areas of the business to improve feedback loops & trend member issues
  • Support all CCS workflows including Complex Case Management, Transplant, Behavioral Health, & other clinical speciality programs 
  • Act as an addition escalation resource to Case Managers on Clinical Speciality teams

Requirements:

  • 3+ years of experience leading & supporting a growing team 
  • Experience with implementing process improvements 
  • Demonstrable evidence of upward career trajectory growth

Bonus points:

  • Prior healthcare or service experience
  • Bachelor's Degree
  • Proficiency navigating Excel, JIRA, & SQL
  • Experience working in a collaborative environment with a diverse set of people

Life at Oscar: 

Our more than 1,000 employees aim to make health care affordable & accessible for all. We apply this same vision to our perks & benefits, including: medical benefits, generous paid-time off, paid parental leave, retirement plans, company social events, stocked kitchens, wellness programs, & volunteer opportunities.

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 your unique background & perspectives.

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.

Pay Transparency Policy

Oscar ensures that you won't be discharged or discriminated against based on whether you've inquired about, discussed, or disclosed your pay. Read the full policy here.

Life at Oscar: 

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.

We aim to make health care affordable & accessible for all, & apply this same vision to our perks & benefits, including: medical benefits, generous paid-time off, paid parental leave, retirement plans, company social events, stocked kitchens, wellness programs, & volunteer opportunities.

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.

Pay Transparency Policy:

Oscar ensures that you won't be discharged or discriminated against based on whether you've inquired about, discussed, or disclosed your pay. Read the full policy here.

COVID-19 vaccine requirements for in-person work: 

To protect the health & safety of our employees, we require any employee conducting in-person work* to be fully vaccinated against COVID-19 by their start date. If you are unable to be vaccinated due to medical or protected religious reasons, please reach out to our Benefits team at accommodations@hioscar.com to submit an accommodations request.

*Note: In-person work includes: employees required to work from our offices (either full-time or part-time), employees conducting sales work in the field & employees conducting at-home or in-person visits with members.

 
 
 
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