Care Guide

Hi, we're Oscar. We're hiring a Care Guide to join our Service Operations team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role

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 in accordance with standard operating procedures.

You will report to the Concierge Operations Manager.

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

This is a remote / work-from-home role. You must reside in one of the following states: Arizona, Texas, Georgia, or Florida. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role is: $19/hour. You are also eligible for employee benefits, monthly vacation accrual at a rate of 10 days per year.

Responsibilities

• Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model.
• Interact daily 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 internal and external stakeholders.
• Support the leadership team by identifying issues through established escalation pathways
• Be accountable for monitoring and tracking the health of all assigned work-in-progress issues.
• Escalate and resolve issues to ensure appropriate turnaround times
• Be an active participant in process improvement initiatives
• 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

Qualifications

• High school diploma or GED
• 1+ years of experience in a fast-paced, volume-based or customer service-oriented environment

Bonus Points

• Strong quantitative or analytical skills focused on proactively identifying or solving problems
• In-depth knowledge of general insurance and/or health insurance
• Experience manipulating and entering accurate data in a production driven environment
• Advanced Google Suite or Microsoft Office capabilities or willingness to learn
• Ability to influence peers and contribute to driving change

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Last updated on Aug 26, 2024