Supervisor, Carrier Billing and Customer Service

Oscar Health; United States; Remote; USD 62,000 - 81,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401(k) plan

Job summary

Oscar Health is seeking a Supervisor, Carrier Billing and Customer Service to build and run a developing unit with independent judgment and policy-based prioritization. You will create SOPs, KPIs, queue management, quality controls, and escalation paths to ensure accurate handling of inquiries, billing exceptions, and escalations.

You will lead a team, coach staff, monitor KPIs, and partner with Finance, Operations, Product, Compliance, and external carrier contacts to resolve root causes and

Qualifications

• 3+ years of experience in billing operations or related health insurance operations.
• 1+ years coaching or leading a team or workflow.
• Experience designing or improving operational reporting/KPIs.

Responsibilities

• Build and lead the carrier billing and customer service operating model.
• Create, document, and improve SOPs, KPIs, QA standards, and controls.
• Define and monitor KPIs for SLA performance and quality.

Skills

Billing ops

Team leadership

Operational reporting

Education

Diploma or equivalent

Tools

Salesforce

Zendesk

Jira

Google Workspace

Looker

Job description

Remote

Overview

Salary Range$61,851.00 - $81,180.00 Salary/year

Position Type Full Time

Category Management

Description

The Supervisor, Carrier Billing and Customer Service will build and run the operating structure for a developing carrier billing and customer service unit, not simply inherit a mature CS model. This role creates SOPs, KPIs, queue management routines, quality controls, escalation paths, and team expectations so inquiries, billing exceptions, reconciliations, and escalations are handled accurately and consistently. The Supervisor works with moderate independence within established policies, using data and judgment to prioritize work, coach the team, and turn an emerging function into a reliable, measurable operation.

Primary Duties and Responsibilities

• 20% - Build and lead the carrier billing and customer service operating model, including intake, queue management, ownership expectations, escalation paths, and day-to-day coverage for billing inquiries and exceptions.
• 20% - Create, document, and continuously improve SOPs, knowledge content, QA standards, and audit-ready controls for carrier billing and customer service workflows.
• 20% - Define, implement, and monitor KPIs for SLA performance, quality, productivity, aging, defect trends, and customer/carrier experience outcomes.
• 15% - Supervise and coach customer service team members; establish team routines, distribute work, provide feedback, and support onboarding and ongoing training.
• 15% - Own escalations and complex billing or customer issues, partnering with Finance, Operations, Product, Compliance, and external carrier contacts to resolve root causes.
• 10% - Identify process improvements, automation opportunities, and reporting needs that stabilize the unit, improve transparency, and reduce preventable defects.
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 3+ years of experience in billing operations, customer service operations, service operations, finance operations, or health insurance operations, including experience creating or improving SOPs, KPIs, or operational controls.
• 1+ years of experience coaching, training, or leading a team, work queue, or operational workflow, including standing up or improving team routines.
• Experience defining or improving operational reporting/KPIs to track SLAs, quality, productivity, aging, or error trends.
• Experience resolving escalated billing, payment, reconciliation, account, or customer service issues.
• Experience creating SOPs, training materials, process maps, or controls in a regulated or compliance-driven environment.

Work experience:

• Experience building or restructuring a customer service, billing operations, shared services, or carrier billing function from an early-stage or inconsistent operating model.
• Experience with Salesforce, Zendesk, Jira, Google Workspace, Looker, or similar CRM/ticketing/reporting tools.
• Experience managing quality assurance, call or ticket review, or operational audit controls.
• Knowledge of HIPAA and healthcare regulatory/compliance requirements.

Education:

• Diploma or equivalent relevant experience.

Certification:

• Customer service, process improvement, or project management certification.

Travel required?

Up to 5%

Pay Transparency

The base pay for this role in the Tempe, AZ office is: $61,851.00 - $81,180.00 annually. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.

• medical, dental, vision, life, and participation in the company 401(k) plan