Member Escalations Team Lead

Summary

Join Oscar's Member Escalations Team as a Team Lead! You'll be the expert on production workflows, driving team goals and KPIs while providing coaching and leadership. This remote role involves partnering with stakeholders to assist members and improve team efficiencies. You'll manage a team, monitor performance, and conduct root-cause analysis. The role requires experience in customer service, healthcare, and people management, along with data analysis skills. Oscar offers competitive pay, benefits, and an inclusive work environment.

Requirements

• 2+ years experience in a customer service or escalations environment
• 1+ years healthcare and/or insurance experience
• 2+ years of direct people management experience
• 1+ years of experience using data and metrics to drive improvements
• 1+ years of experience working with teams in multiple locations and multiple disciplines
• 1+ years managing projects

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
• Actively 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
• 1+ years of claims processing experience
• Lean Six Sigma or Process Improvement certification
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries

Benefits

• Employee benefits
• Participation in Oscar's unlimited vacation program
• Annual performance bonuses
• 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