Customer Service Representative - Bilingual
Oscar Health
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
- Must be bilingual in Spanish
- 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
This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.
At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.
Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.
Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known.
California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Notice to Job Applicants.
