Team Lead, Vendor Customer Service

Oscar Health•Atlanta, GA

6d•Remote

About The Position

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. You will report into the Manager, Member and Provider Services. Work Location: This is a remote position, open to candidates who reside in: Atlanta, Georgia. You will be fully remote; however, our approach to work may adapt over time. Future models could potentially involve a hybrid presence at the hub office associated with your metro area. #LI-Remote Pay Transparency: The base pay for this role is: $55,890 - $73,355 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Requirements

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
1+ year working with BPO vendors
Experience working with teams in multiple locations and multiple disciplines

Nice To Haves

Bachelor's degree
Prior healthcare and/or insurance experience
Advanced Google Suite or Microsoft Office capabilities
2+ years experience solving complex inquiries
1+ years managing projects

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
Actively lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team
Identifying 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