[Hiring] Executive & Social Media Escalations Specialist @Oscar Health

Role Description

The Executive & Social Media Escalation Expert, Member and Provider Services, solves complex member and provider issues by using the technical tools across the production operation. You will use important skills objectively to review complex cases escalated by members and providers through executive level complaints and social media platforms.

You will report into the Associate Director, Member & Provider Escalations.

Work Location: This is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; or Texas. While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events. #LI-Remote

Pay Transparency: The base pay for this role is: $48,438 - $63,574 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Manage and resolve high-visibility executive level complaints with urgency and professionalism.
• Manage timelines for internal or external escalated cases and communicate with appropriate parties for resolution.
• Conduct workflow reviews and deliver relevant feedback to leadership to improve internal processes, departmental quality, and operational insights.
• Draft and deliver executive-level team member communications, including summaries, root-cause analyses, and action plans with recommendations, using established templates and workflows.
• Be the primary liaison to strengthen feedback loops and track new member and provider trends.
• Provide direct guidance to Service Operations representatives across multiple communication channels.
• Compliance with all applicable laws and regulations.
• Other responsibilities as assigned.

Qualifications

• 2+ years previous work experience in production based environment.
• 2+ years quantitative or analytical skills focused on solving problems.
• High school diploma or GED.
• 2+ years of experience drafting written communications for executive-level audiences, with a proven ability to convey complex information and with appropriate tone.

Requirements

• Bonus points:
• Bachelor's Degree.
• Advanced Google Suite or Microsoft Office capabilities.
• Advanced Operations Certificate (Lean Six Sigma or similar).
• Previous project oversight experience.
• Proficiency navigating and working in multi-system environment.
• Prior career practice relating to conflict management and providing feedback to others.

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.