Remote Member & Provider Escalations Specialist

Oscar Health; Phoenix (AZ); Remote; USD 53,589,000 - 72,495,000; Full time

Job summary

Oscar Health is hiring a Care Specialist to join our Member & Provider Escalations team. You will be a subject matter expert for Member and Provider Services and liaise between production and optimization teams.

You will assist with internal questions, training support, and knowledge management, manage a queue of cases, and report on network issues. This is a remote role with residency in AZ, FL, GA, or TX.

Qualifications

• 1+ years in customer support, healthcare, tech and/or related field.
• Experience in a fast-paced environment
• 6 + months of member and customer service experience
• 1+ year of escalations experience in a customer service environment

Responsibilities

• Handle inbound and outbound calls, secure messages and/or email communications with members or providers
• Manage queue work and and assigned caseload through efficient dashboard management
• Identify, investigate, and resolve issues within determined SLAs
• Collaborate with colleagues, Experts, and Leads to identify trends and roadblocks
• Utilize internal tools and resources seamlessly
• Effectively communicates findings and resolutions with providers and internal departments
• Support Member and Provider Services Representatives with complex issues, workflows, and training
• Escalate updates or incorrect information in the internal knowledge management system for Member and Provider Services
• Partner with production teams across the LifeCycles to improve the member and provider experience
• Compliance with all applicable laws and regulations
• Other duties as assigned

Skills

Customer support

Healthcare

Tech

Escalations experience

Job description

Oscar Health is hiring a Care Specialist to join our Member & Provider Escalations team. You will be a subject matter expert for Member and Provider Services and liaise between production and optimization teams.

You will assist with internal questions, training support, and knowledge management, manage a queue of cases, and report on network issues. This is a remote role with residency in AZ, FL, GA, or TX.