[Hiring] Bilingual Customer Service Representative @Oscar Health

Role Description

Hi, we're Oscar. We're hiring a Bilingual Customer Service Representative to join our Member and Provider Services team.

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 following standard operating procedures. You will report to the Concierge Operations Manager.

Work Location:

• This is a remote position, open to candidates who reside in Texas.
• While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events.

Pay Transparency:

• The set pay rate for this role is $19.00 per hour.
• You may be eligible to receive an additional $1.00 per hour upon successful completion of the bilingual assessment.
• You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year.

Work Schedule & Availability:

• We offer a variety of full-time shift options. All available schedules are Monday through Friday.
• Available Texas (CST) Shifts:
• 7:00 AM – 3:30 PM
• 8:00 AM – 4:30 PM
• 8:00 AM – 5:00 PM
• 1:00 AM – 7:30 PM

Responsibilities:

• Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model.
• Work 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 all partners.
• Support the leadership team by identifying issues through established escalation pathways.
• Monitor and track the health of all assigned work-in-progress issues.
• Escalate and resolve issues to ensure appropriate turnaround times.
• Participate in process improvement projects.
• 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 and English with full professional proficiency in reading, writing, and speaking.
• 1+ years of experience in a high-volume or customer-focused setting.
• 6+ months of healthcare experience.
• High school diploma or GED.

Requirements

• Strong quantitative or analytical skills focused on identifying or solving problems.
• Experience manipulating and entering accurate data.
• Advanced Google Suite or Microsoft Office capabilities.

Benefits

• 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.
• Paid wellness time and reimbursements.