Executive & Social Media Escalations Expert

name; Miami (FL); On-site; USD 48,000 - 67,000; Full time

Benefits offered by this job

Unlimited vacation program

Annual performance bonuses

Health, dental, and vision benefits

Job summary

Oscar Health is hiring an Executive & Social Media Escalations Specialist to join our team. The role focuses on resolving high-visibility executive level complaints using the production tools across our operations, with emphasis on member and provider concerns.

You will report to the Associate Director, Member & Provider Escalations, and work remotely from eligible states. This position offers benefits, unlimited vacation, and performance bonuses.

Qualifications

• 2+ years in a production-based environment.
• 2+ years of quantitative or analytical problem solving.
• High school diploma or GED required.
• 2+ years of experience drafting communications for executive-level audiences.

Responsibilities

• Manage and resolve executive-level complaints with urgency and professionalism.
• Manage timelines for escalated cases and communicate with relevant parties.
• Provide feedback to leadership to improve processes and insights.
• Draft and deliver executive-level communications with summaries, analyses and action plans.
• Strengthen feedback loops and track trends among members and providers.
• Guide Service Operations reps across multiple channels.
• Ensure compliance with applicable laws and regulations.
• Perform other assigned responsibilities.

Skills

Experience in production environment

Quantitative/analytical skills

Executive communications drafting

Education

High school diploma or GED

Tools

Google Suite

Microsoft Office

Job description

Hi, we're Oscar. We're hiring an Executive & Social Media Escalations Specialist to join our team.

Oscar is the first health insurance company built around a full stack technology platform and a 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:

The Executive & Social Media Escalation Expert, Member and Provider Services, solves complex member and provider issues by using the technical tools across the production operation. You will use important skills objectively to review complex cases escalated by members and providers through executive level complaints and social media platforms.

You will report into the Associate Director, Member & Provider Escalations.

Work Location:

This is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; or 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 base pay for this role is: $48,438 - $66,602.25 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities:

• Manage and resolve high-visibility executive level complaints with urgency and professionalism.
• Manage timelines for internal or external escalated cases and communicate with appropriate parties for resolution.
• Conduct workflow reviews and deliver relevant feedback to leadership to improve internal processes, departmental quality, and operational insights.
• Draft and deliver executive-level team member communications, including summaries, root-cause analyses, and action plans with recommendations, using established templates and workflows.
• Be the primary liaison to strengthen feedback loops and track new member and provider trends.
• Provide direct guidance to Service Operations representatives across multiple communication channels.
• Compliance with all applicable laws and regulations.
• Other responsibilities as assigned.

Requirements:

• 2+ years previous work experience in production based environment
• 2+ years quantitative or analytical skills focused on solving problems
• High school diploma or GED
• 2+ years of experience drafting written communications for executive-level audiences, with a proven ability to convey complex information and with appropriate tone

Bonus points:

• Bachelor's Degree
• Advanced Google Suite or Microsoft Office capabilities
• Advanced Operations Certificate (Lean Six Sigma or similar)
• Previous project oversight experience
• Proficiency navigating and working in multi-system environment
• Prior career practice relating to conflict management and providing feedback to others

This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.

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.

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