Remote Team Lead, Service Operations Quality Assurance

Summary

Join Oscar's Total Quality Management team as a Team Lead, Service Operations Quality Assurance. As an expert on production team workflows, you will drive goals and KPIs for the support staff team while providing coaching and leadership. You will partner with stakeholders to assist members with their health insurance needs and identify workflow improvements.

Requirements

• 3+ years experience within a production and/or service operation
• 3+ years experience in a quality-focused role
• 2+ years of experience in a health insurance or healthcare organization
• 1+ year of direct people management in a production environment
• 1+ years of experience using data and metrics to drive improvements
• 1+ year of familiarity with industry regulations and standards within Healthcare

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

Benefits

• Full-time employees are eligible for benefits including: 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