Full-Time Lead, Member & Provider Services

Lead, Member and Provider Services

About the role: You will be an expert on production team workflows and drives goals and KPIs for the team of support staff to meet business objectives while providing coaching and leadership. You will partner with stakeholders to identify and develop workflow improvements to enhance efficiencies for the team.

Responsibilities:

• Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth and development, and associated HR administrative tasks
• Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise
• Understand and be connected to the type of work your team does on a daily basis, being able to make volume-based decisions that best serve our customers.
• Serve as a central communicator by leading team huddles with Oscar colleagues, connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational objectives
• Be a culture carrier, driving engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values
• Lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team
• Identify and closing gaps on existing operational workflows
• Work collaboratively across production and other Oscar teams to implement best practice
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications:

• 2+ years experience in a fast-paced operations or customer service environment
• 2+ years of direct people management experience
• 2+ years of experience using data and metrics to drive improvements
• Experience in LEAN practices
• Strong verbal and written communication skills
• Bonus Points:
• Bachelor's degree
• Lean Six Sigma or Process Improvement certification
• Bilingual (Spanish - read, write, and speak)
• Prior healthcare and/or insurance experience
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries
• 1+ years managing projects
• Experience working with teams in multiple locations and multiple disciplines

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