Member Escalations Team Lead

Oscar Health; New York (NY); Remote; USD 64,000 - 72,000; Full time

Job summary

Oscar Health is hiring a Team Lead for Member Escalations to oversee a customer support team. The ideal candidate will drive performance, manage workflows, and improve efficiencies using data-driven insights. This remote role requires experience in customer service and leadership within healthcare or insurance. Join us in transforming health care through innovative support for our members.

Benefits

Employee benefits

Unlimited vacation program

Annual performance bonuses

Medical, dental, and vision benefits

Paid sick time

401(k) plan participation

Paid parental leave

Life and disability insurance

Paid wellness time and reimbursements

Qualifications

• 2+ years experience in customer service or escalations.
• Direct people management experience.
• Experience using data and metrics for improvements.

Responsibilities

• Manage a team of support staff, driving performance and development.
• Monitor operational KPIs and conduct root-cause analysis.
• Collaborate across teams to implement best practices.

Skills

Customer service

People management

Data analysis

Project management

Operational KPIs

Tools

Lean Six Sigma

Google Suite

Microsoft Office

Job description

Hi, we're Oscar. We're hiring a Team Lead, Member Escalations to join our CG&A 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 lead goals and KPIs for the team of support staff to meet business objectives while providing coaching and leadership. You will partner with stakeholders to assist members with their health insurance needs, while partnering with stakeholders to identify and develop workflow improvements to enhance efficiencies for the team.

You will report to the Concierge Operations Manager.

Work Location :

This is a remote role. You must reside in one of the following states : Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, 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 the states of California, Connecticut, New Jersey, New York, and Washington is : $64,400 - $71,400 per year. The base pay for this role in all other locations is : $48,960 - $64,260 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 daily, 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
• Participate in continuous improvement activities that drive or influence the improvement and development of a 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 customer service or escalations environment
• Prior healthcare and / or insurance experience
• 2+ year 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

Bonus Points

• Lean Six Sigma or Process Improvement certification
• Prior healthcare and / or insurance experience
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries

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

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.

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 .