Member & Provider Care Specialist
About The Position
Oscar is hiring a Care Specialist to join their Member & Provider Escalations team. Oscar is a health insurance company built on a technology platform and focused on serving its members. The Care Specialist will solve complex issues impacting providers and the members they serve, acting as a subject matter expert for Member and Provider Services. They will serve as a liaison between production teams and optimization/strategy teams, assist with internal questions and training support, and communicate with members and providers. The role also involves tracking and reporting network issues, contributing to the knowledge management system, ensuring workflows are complete and up-to-date, and managing a queue of assigned cases. This is a remote role requiring residence in Arizona, Florida, Georgia, or Texas.
Requirements
- 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
Nice To Haves
- 1 + years of claims experience
- Bilingual Spanish
- Bachelor's degree
- High school diploma or GED
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
Benefits
- medical
- dental
- vision benefits
- 11 paid holidays
- paid sick time
- paid parental leave
- 401(k) plan participation
- life and disability insurance
- paid wellness time and reimbursements
- monthly vacation accrual at a rate of 15 days per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
