[Hiring] Senior Director, Escalated Provider Issue Resolution @Oscar Health

Role Description

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 various departments to improve how Oscar identifies, routes, resolves, and prevents provider issues. This position will report to the SVP, Network and Provider Management.

You will report into the Vice President of Provider Integration & Experience.

Work Location: This is a remote position, open to candidates who reside in: Dallas, Texas. 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.

Pay Transparency: The base pay for this role is: $196,732 - $258,211 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, company equity grants, and annual performance bonuses.

Responsibilities

• Lead and develop a multi-disciplinary provider issue resolution organization.
• Build a scalable operating model for escalated provider issues.
• Oversee resolution of high-impact provider issues that require coordination across multiple operational teams.
• Partner with leaders across various departments to improve handoffs and reduce avoidable escalations.
• Oversee root-cause remediation by analyzing escalated issue trends.
• Establish closed-loop tracking to ensure identified root causes are addressed.
• Create executive-ready reporting on provider issue trends and operational health.
• 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.

Qualifications

• 12+ years of experience in healthcare operations or a related field.
• 7+ years of senior leadership experience.
• Experience leading complex issue resolution or operational transformation in a healthcare environment.
• Strong understanding of payer operations.
• Proven ability to build operating models and accountability mechanisms.
• Experience leading change management across cross-functional teams.
• Strong analytical, executive communication, and stakeholder management skills.
• Comfort operating in ambiguity and building new functions.
• Ability to quickly understand and operate within new technical systems.

Requirements

• Experience standing up or transforming provider service or operational governance functions.
• Experience supporting strategic provider relationships or high-profile provider escalations.
• Experience with workflow management tools like Jira, Salesforce, or Zendesk.
• Experience building dashboards or operational performance reporting.
• Advanced Excel, SQL, or data analysis experience.

Benefits

• Medical, dental, and vision benefits.
• 11 paid holidays.
• Paid sick time.
• Paid parental leave.
• 401(k) plan participation.
• Life and disability insurance.
• Paid wellness time and reimbursements.