Lead, Member, and Provider Services

Summary

Join Oscar as a Lead, Member and Provider Services and become an expert on production team workflows, driving goals and KPIs for the support staff. Partner with stakeholders to enhance team efficiencies, reporting to the Senior Manager. This blended work culture allows for remote work or in-office options (NYC, Tempe, or LA) with a minimum of two days in the office per week if within commuting distance. The role requires managing a team, monitoring operational KPIs, making volume-based decisions, and serving as a central communicator. You will also lead continuous improvement activities, identify workflow gaps, and collaborate across teams. The position offers a competitive salary, benefits, unlimited vacation, and annual performance bonuses.

Requirements

• 2+ years experience in a fast-paced operations or customer service environment
• 2+ years of direct people management experience
• 2+ years of experience using data and metrics to drive improvements
• Experience in LEAN practices
• Strong verbal and written communication skills

Responsibilities

• Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth and development, and associated HR administrative tasks
• Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise
• Understand and be connected to the type of work your team does on a daily basis, 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, and values of Oscar, and providing guidance and motivation to achieve daily operational objectives
• Be a culture carrier, driving engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values
• Lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team
• Identify and closing gaps on existing operational workflows
• Work collaboratively across production and other Oscar teams to implement best practice
• Compliance with all applicable laws and regulations
• Other duties as assigned

Preferred Qualifications

• Bachelor's degree
• Lean Six Sigma or Process Improvement certification
• Bilingual (Spanish - read, write, and speak)
• Prior healthcare and/or insurance experience
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries
• 1+ years managing projects
• Experience working with teams in multiple locations and multiple disciplines

Benefits

• Medical, dental, and vision benefits
• 11 paid holidays
• Paid sick time
• Paid parental leave
• 401(k) plan participation
• Life and disability insurance
• Paid wellness time and reimbursements