Job Description

About the Role
Title:
Member & Provider Care Specialist
Location:
Arizona, Florida, Georgia, or Texas, United States
Job Description:
Hi, we're Oscar. We're hiring a Care Specialist to join our Member & Provider Escalations 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 solve complex issues or concerns impacting our providers and the members they serve. You will be a subject matter expert for Member and Provider Services. You will be a liaison between production teams and optimization/strategy teams. You will assist with internal questions and training support and communicate with our Members and Providers. You will contribute to the tracking and reporting of network issues and are a key contributor to our knowledge management system. You will ensure workflows are complete and up to date while also managing a queue of assigned cases.
You will report into Member Escalations Operations Manager.
Work Location:
This is a remote role.
You must reside in Arizona, Florida, Georgia, or Texas.
Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission. #LI-Remote
Pay Transparency:
The set rate for this role is $22.00 per hour. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year.
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
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
Bonus Points
1 + years of claims experience
Bilingual Spanish
Bachelor's degree
High school diploma or GED