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Oscar Health // health insurance
Remote    Posted: Wednesday, August 04, 2021
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Hi, we're Oscar. Were hiring a Member Experience Coordinator to join our STARS team. 

Oscar is the first health insurance company built around a full stack technology platform & a relentless 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.

Role Summary:

This position will support quality initiatives for ACA QRS & MA STARS. Working closely with internal & external partners to drive improvement in member experience QRS & MA STARS measures. 

Primary Duties & Responsibilities 

  • Identifies & leads efforts to improve member experience & associated measures by working with internal partners & external partners
  • Lead analysis of CAHPS & other customer experience data to implement & monitor quality improvement programs; create & maintain detailed action plan to improve member experience
  • Assist with the planning & execution of customer experience research efforts including but not limited to survey administration, focus groups, feedback forums, etc. 
  • Lead the design & operationalization of a customer feedback loop including employee & partner recognition & service recovery
  • Review marketing materials & recommend improvements to include CAHPS & HOS language
  • Perform market & competitor analysis, followed by actionable recommendations to maintain & extend Oscars competitive advantage
  • Collaborates with Stars Leadership on CAHPS & HOS Surveys vendor strategy & subsequent vendor contracts
  • Work collaboratively as a member of the STARS team sharing responsibility for meeting quality measure goals
  • Lead & assist with special projects

Required education & experience

  • 3+ years experience in health care or managed care
  • 2+ years experience supporting Quality/Star programs (CAHPS, HOS) 
  • Relevant work experience related to customer service or customer experience
  • Relevant work experience in process improvement & analysis
  • Relevant work experience working with external partners (vendors, medical groups, etc.) 
  • Bachelors degree or 4+ years commensurate experience 

Preferred education & experience

  • Master's degree or 6+ years commensurate experience
  • Project management experience 
  • Familiarity with QRS & STARS measures
  • Basic data analysis skills

Competencies/success factors 

  • You drive the culture at Oscar through your daily action & participation
  • Peers & more junior members of your team come to you for advice, help & leadership
  • You bring people together to accomplish more
  • You show strong conceptual & practical abilities
  • You get things done excellently, efficiently & effectively

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 encourage our members to care for their whole selves, & we encourage our employees to do the same with comprehensive 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 ( 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.

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