Lead, Member and Provider Services Member Care & Services

Oscar Health Insurance; Mississippi; Remote; USD 54,000 - 71,000; Full time

Job summary

Oscar Health is seeking a Lead for Member and Provider Services to enhance operational efficiencies and lead a team in a remote work environment. This role involves coaching, managing KPIs, and fostering a culture aligned with Oscar's values. Ideal candidates will have experience in operations and people management, with a focus on continuous improvement.

Benefits

Unlimited vacation program

Annual performance bonuses

Qualifications

• 2+ years experience in operations or customer service.
• 2+ years of direct people management experience.

Responsibilities

• Hire and manage a team with performance management responsibilities.
• Monitor operational KPIs and conduct root-cause analysis.

Skills

Communication

LEAN practices

Education

Bachelor's degree

Tools

Google Suite

Microsoft Office

Job description

Hi, we're Oscar. We're hiring a Lead, Member and Provider Services to join our Service Operations 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

You will be an expert on production team workflows and drives goals and KPIs for the team of support staff to meet business objectives while providing coaching and leadership. You will partner with stakeholders to identify and develop workflow improvements to enhance efficiencies for the team.

You will report into the Senior Manager, Member and Provider Services.

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role in all other locations is: $54,000 - $70,875 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, and annual performance bonuses.

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

Qualifications

• 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

Bonus Points

• 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