Clinical Support Team Lead

Hi, we're Oscar. We're hiring a Clinical Support Team Lead to join our Clinical Support Team 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

The Clinical Support Team Lead partners with Oscar's Concierge Clinicians to help manage Oscar's sickest members. Through assistance with care coordination and care routing the team helps members reach their optimum health goals in the most cost-effective way.

The Clinical Support Team Lead is an expert on all of Oscar's standard and specialized Clinical Ops team workflows. You will improve goals and KPIs for multiple levels of support staff to meet our goals. You will mentor the Clinical Support Specialists and Clinical Support Experts through coaching around content knowledge, process management, clinical team support and engagement. You will support the team in their effectiveness, improvement of workflows, career development, and team morale. As a Lead, you will also build upon interdepartmental partnerships to develop operational workflow improvements to enhance efficiencies for our members and team. You will be an asset to the Clinical Concierge team by being an expert in both Concierge and Clinical workflows.

You will report into the Associate Operations Manager, Clinical Support.

This is a work-from-home/remote role. You must reside in one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change.

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $60,000- $78,750 per year. The base pay for this role in all other locations is: $54,000 - $70,875 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Guide your team's metrics, including productivity, adherence to schedule, and employee satisfaction
• Maintain team dashboard - regularly check that escalations are being completed and communicated promptly
• A consistent focus on developing and leading direct reports.
• Leading team huddles, promoting vision and strategy, and providing feedback to members of the team and company.
• Effectively collaborate with inter-departmental teams to take down roadblocks and create scalable solutions
• Uphold and enforce Oscar policies that create accountability and understanding
• Manage payroll and attendance weekly along with other Workday related tasks
• Manage daily needs of your team, including hiring, training and scheduling of CCT Teams
• Support your direct reps by supporting complex issues that could not be solved using conventional workflows.
• Act as a point person for specific stakeholders in other areas of the business to improve feedback loops and trend member issues
• Support all team workflows including Complex Case Management, Transplant, Behavioral Health, and other clinical speciality programs
• Act as an addition escalation resource to Case Managers on Clinical Speciality teams

Qualifications

• 3+ years of experience leading and supporting a growing team
• Experience implementing process improvements
• Demonstrable evidence of upward career trajectory growth
• High school diploma or equivalent

Bonus Points

• Prior healthcare or service experience
• Bachelor's Degree
• Proficiency navigating Excel, JIRA, and SQL
• Experience working in a collaborative environment with a diverse set of people

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 employees are eligible for benefits including: medical, dental, and visio