Senior Director, Escalated Provider Issue Resolution

Oscar Health•Dallas, TX

3d•Remote

About The Position

The Senior Director, Escalated Provider Issue Resolution team supports strategic provider accounts, high-complexity escalations, root-cause remediation, and provider service governance. This role will build and scale the operating model for escalated provider issue resolution, lead a multi-disciplinary team, and partner across Claims, Network, Utilization Management, Payment Integrity, Contact Center, Account Management, Technology, Analytics, and senior leadership to improve how Oscar identifies, routes, resolves, and prevents provider issues.

Requirements

12+ years of experience in healthcare operations, provider operations, payer operations, claims operations, network operations, provider relations, or a related field.
7+ years of senior leadership experience, including experience leading managers or multi-team operational functions.
Experience leading complex issue resolution, escalation management, operational transformation, or service model design in a healthcare environment.
Strong understanding of payer operations, including claims, provider data, network operations, reimbursement, utilization management, payment integrity, and provider service workflows.
Proven ability to build operating models, governance routines, performance metrics, and accountability mechanisms across multiple teams.
Experience leading change management and adoption for new operating models across cross-functional teams.
Strong analytical, executive communication, and stakeholder management skills.
Comfort operating in ambiguity and building new functions, teams, and processes.
Ability to quickly understand and operate within new technical systems and workflows.

Nice To Haves

Experience standing up or transforming provider service, escalation, claims resolution, issue management, or operational governance functions.
Experience supporting strategic provider relationships, large health systems, or high-profile provider escalations.
Experience with Jira, Salesforce, ServiceNow, Zendesk, or similar workflow management tools.
Experience building dashboards, SLA reporting, operational performance reporting, or issue-resolution analytics.
Advanced Excel, SQL, or data analysis experience.

Responsibilities

Lead and develop a multi-disciplinary provider issue resolution organization, including teams focused on strategic provider support, complex issue resolution, root-cause remediation, and provider service governance.
Build a scalable operating model for escalated provider issues, including intake standards, triage criteria, escalation pathways, ownership expectations, service metrics, and closure practices.
Oversee resolution of high-impact provider issues that require coordination across multiple operational teams.
Partner with leaders across Claims, Network, Utilization Management, Payment Integrity, Contact Center, Account Management, Technology, and Analytics to improve handoffs, reduce avoidable escalations, and address recurring root causes.
Oversee root-cause remediation by analyzing escalated issue trends, prioritizing fixes based on provider impact and enterprise ROI, and driving cross-functional follow-through on the highest-value operational improvements.
Establish closed-loop tracking to ensure identified root causes are addressed, operational fixes are adopted, and improvements reduce recurring provider friction across strategic accounts and the broader provider network.
Create executive-ready reporting on provider issue trends, operational health, risks, blockers, and decisions needed.
Serve as a senior escalation leader for urgent, complex, or high-profile provider issues.
Compliance with all applicable laws and regulations
Other duties as assigned