Member Escalations Team Lead

New

Skills

Continuous Improvement Customer Service Data Analysis Escalation Management Healthcare Knowledge Insurance Experience Performance Metrics Project Management Root-Cause Analysis Team Leadership

The Member & Provider Escalations Team Lead will oversee a team of member escalations specialists, ensuring high performance and effective management of escalated member issues. This role is vital in driving continuous improvements and maintaining the quality of service in alignment with Oscar's mission and values.

Key Responsibilities
  • Lead and manage a team of member escalation specialists.
  • Monitor performance metrics and KPIs using dashboards.
  • Conduct root-cause analysis and develop action plans.
  • Make volume-based decisions to enhance member satisfaction.
  • Facilitate team huddles to foster engagement and inclusivity.
  • Drive continuous improvement of production workflows.
Required Skills & Qualifications
  • 2+ years in a customer service or escalations environment.
  • 1+ years of experience in healthcare and/or insurance.
  • 2+ years of direct people management experience.
  • 1+ years of experience using data and metrics to drive improvements.
  • 1+ years working with teams across multiple locations and disciplines.
  • 1+ years managing projects effectively.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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