Manager, Member and Provider Operations

Hi, we're Oscar. We're hiring a Manager, Member and Provider Operations  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 oversees call center operations of their teams to provide support to our groups and partners. You will be responsible for driving strategic initiatives through a partnership with key stakeholders and partners both within their immediate department and throughout the wider organization. You will also own team reporting, identifying and correcting any areas of improvement, and ensuring team output is meeting expectations.

You will report to the Director, 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 Tempe office (off the 101 at University Dr), 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, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, 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: $79,920 - $104,895 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Use frameworks to coach, develop, motivate and collaborate with 100+ team members including but not limited to onshore and offshore colleagues. 
• Own the success of the departmental performance through consistent monitoring and providing feedback to leaders on the team and driving initiatives focused on ensuring KPI adherence on a daily, weekly and monthly basis
• Ensure appropriate escalation procedures are in place and adhered to in order to reduce customer friction
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives throughout operations that drive desired cultural and operational outcomes and improve customer experience
• Collaboratively works with all relevant internal and external stakeholder groups to formulate proactive implementation, communications, and program strategies for successful change management and risk mitigation initiatives 
• Creates, maintains, analyzes, and communicates reporting on assigned teams KPIs, tracking monthly and quarterly to meet departmental objectives
• Compliance with all applicable laws and regulations 
• Other duties as assigned

Qualifications

• 4+ years of experience leading and developing a team of leaders within a production service-based environment or contact center
• 3+ years experience working with teams in multiple locations and within multiple disciplines
• 3+ years experience implementing operational excellence as a manager
• 3+ years experience using data to drive decision making

Bonus Points

• Bachelor’s degree
• Call Center experience 
• 2+ years prior healthcare or insurance-related experience
• Advanced Google Suite or Microsoft Office capabilities 
• 2+ years applying Lean Six Sigma practices or Green Belt Certified
• 2+ years experience leveraging data visualization tools (Tableau, Looker, Periscope, PowerBI etc.)

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

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 em