Customer Service Representative

Oscar; United States; Remote; USD 26,000 - 29,000; Full time

Job summary

Oscar is hiring a Customer Service Representative to join our Member and Provider Services team. This remote role, open to candidates residing in Texas, supports daily operations of a health insurance company with a focus on customer interactions and back-office tasks.

You will report to the Concierge Operations Manager and handle a volume-driven workload, following standard operating procedures and using our tools to deliver high-quality service.

Qualifications

• 1+ years of experience in a high-volume or customer-focused setting.
• 6+ Months of healthcare experience
• High school diploma or GED required.

Responsibilities

• Develop a comprehensive understanding of Oscar processes, procedures, and tools.
• Interact with members, brokers, providers, and Oscar vendors across channels.
• Manage an assigned caseload ensuring service delivery, productivity and quality.
• Form working relationships with partners and escalate issues per SOPs.
• Monitor health of work-in-progress items and ensure timely resolution.
• Support process improvement initiatives and ensure PHI compliance.

Skills

Bilingual: Spanish & English

Analytical skills

Education

High school diploma or GED

Tools

G Suite / Microsoft Office

Job description

Hi, we're Oscar. We're hiring a Customer Service Representative to join our Member and Provider Services team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role

This role is a volume-driven customer service and production-based role that handles the daily activities involved in running a health insurance company including customer interactions and back office tasks following standard operating procedures.

You will report into the Concierge Operations Manager.

Work Location

This is a remote position, open to candidates who reside in Texas. While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events. #LI-Remote

Pay Transparency

The set pay rate for this role is $19.00 - $21.00 per hour. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year.

Responsibilities

• Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model.
• Work with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs
• Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations
• Form working relationships with all partners.
• Support the leadership team by identifying issues through established escalation pathways
• Monitor and track the health of all assigned work-in-progress issues.
• Escalate and resolve issues to ensure appropriate turnaround times
• Participate in process improvement projects
• Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI)
• Compliance with all applicable laws and regulations
• Other duties as assigned

Requirements

• 1+ years of experience in a high-volume or customer-focused setting.
• 6+ Months of healthcare experience
• High school diploma or GED

Bonus points

• Strong quantitative or analytical skills focused on identifying or solving problems
• Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking.
• Experience manipulating and entering accurate data
• Advanced Google Suite or Microsoft Office capabilities

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 and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.

Pay Transparency

Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. 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, and paid wellness time and reimbursements.

Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.

Reasonable Accommodation

Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team ([e-mail]) to make the need for an accommodation known.

California Residents

For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.