Bilingual Customer Service Representative (Remote GA)

Oscar Health•Georgia, United States, GA

2d•Remote

About The Position

Oscar is hiring a Bilingual Customer Service Representative to join their Member and Provider Services team. This role is a volume-driven customer service and production-based role that handles the daily activities involved in running a health insurance company, including customer interactions and back-office tasks, following standard operating procedures. The position reports to the Concierge Operations Manager and is a remote position open to candidates residing in Georgia. While daily work is completed from home, occasional travel may be required for team meetings and company events.

Requirements

Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking.
1+ years of experience in a high-volume or customer-focused setting.
6+ months of healthcare experience.
High school diploma or GED.

Nice To Haves

Strong quantitative or analytical skills focused on solving problems.
Experience manipulating and entering accurate data.
Advanced Google Suite or Microsoft Office capabilities.

Responsibilities

Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model.
Work with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs.
Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations.
Form working relationships with all partners.
Support the leadership team by identifying issues through established escalation pathways.
Monitor and track the health of all assigned work-in-progress issues.
Escalate and resolve issues to ensure appropriate turnaround times.
Participate in process improvement projects.
Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI).
Compliance with all applicable laws and regulations.
Other duties as assigned.