Program Lead, Workforce Management

name; Tempe (AZ); Hybrid; USD 67,813 - 89,004; Full time

Benefits offered by this job

Unlimited vacation

Annual performance bonus

Employee benefits

Job summary

Oscar Health is seeking a Workforce Management Program Lead to optimize and implement program tools, driving lean, scalable processes. You will independently represent the team and work with leadership across the organization.

Based in Tempe with a hybrid schedule (3 days in-office, Thursdays mandatory), you will report to the Associate Director, Workforce Management, and help improve efficiency, cost outcomes, and performance through data-driven insights.

Qualifications

• 1+ years of professional experience in Workforce Management.
• Experience managing NICE IEX or InContact systems.
• 1+ years of data- and metrics-driven improvements.
• 1+ years of experience in process improvement and workflow design.
• 1+ years of experience presenting information and recommendations to Senior Leadership.
• Proficiency in Excel or Sheets.

Responsibilities

• Identify risks with leadership support and resolve issues to inform insights.
• Coordinate projects and processes to meet milestones and service levels.
• Strategize with leadership to lower costs and improve outcomes.
• Collaborate with cross-functional teams to align action plans with CI goals.
• Gather and analyze data to find trends and root cause problems.
• Provide recommendations to ensure financial discipline and quality.
• Support process improvement initiatives and mindset shifts for efficiency.
• Ensure compliance with applicable laws and regulations.

Skills

Workforce Management

Data-driven decision making

Excel/Sheets

Presenting to Senior Leadership

Process Improvement

SQL

Tools

NICE IEX

InContact

SQL

Job description

Hi, we're Oscar. We're hiring a Program Lead to join our Workforce Management 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

The Workforce Management Program Lead supports the management, optimization, and implementation of workforce management program tools to achieve organizational goals. You are responsible to implement lean, repeatable and scalable tools and techniques and independently represent the team within the broader organization.

You will report into the Associate Director, Workforce Management.

Work Location

This position is based in our Tempe, Arizona office, requiring a hybrid work schedule with 3 days of in-office work per week. Thursdays are a required in-office day for team meetings and events, while your other two office days are flexible to suit your schedule.

Pay Transparency

The base pay for this role is: $67,813 - $89,004 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• With support from leadership, help identify risks; respond to and resolve issues/errors/escalations through investigation to inform insights for short/medium/long-term technology-enabled processes and solutions
• Coordinate projects and processes to help ensure key milestones and service levels are met
• Partner with leadership to strategize, implement, and manage arrangements aimed at lowering overall cost or improving outcomes
• Partner with cross-functional teams to ensure action plans align with continuous improvement goals, and participate in collaboration with peers and cross-functional stakeholders
• Gather and analyze data, finding trends and insights, to root cause problems and identify countermeasures.
• Provide recommendations that ensure financial discipline and quality
• Support identifying and implementing process improvement initiatives, as well as mindset shifts, to optimize operational efficiency and achieve performance targets
• Compliance with all applicable laws and regulations
• Other duties as assigned

Requirements

• 1+ years of professional experience in Workforce Management
• Extensive experience managing NICE IEX or InContact systems
• 1+ years of experience using data and metrics to drive improvements
• 1+ years of experience in process improvement and workflow design
• 1+ years of experience in developing and presenting information and recommendations aimed at Senior Leadership
• Proficiency in Excel or Sheets

Bonus points

• ACA marketplace, provider network, claims, healthcare quality, or provider data experience
• Training or experience applying Continuous Process Improvement or Lean Six Sigma principles
• Experience with project coordination or management in a matrixed organization
• Contact center leadership experience
• Experience using SQL

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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.

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