Team Lead, Provider Services

Hi, we're Oscar. We're hiring a Team Lead, Provider Services to join our Provider Services 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

You will manage the metric performance of your team. You will work with a sense of urgency and shift priorities based on the business needs. You will apply change management techniques and project management skills to implement and ensure lean practices are being followed.

You will report to the Associate 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. 

If you live within commutable distance to our Tempe office (off the 101 at University Dr), we ask you to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, Colorado, Florida, Georgia, Illinois, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, New Hampshire, New Mexico, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role is: $54,000 - $70,875 per year. You are also eligible for employee benefits, participation in Oscar’s unlimited vacation program and annual performance bonuses.

Responsibilities

• Hire and manage a team of Oscar colleagues with direct responsibility for performance management, growth and development, and associated HR administrative tasks including conflict management.
• Manage team’s outcomes, managing for daily improvement, monitor dashboards, track operational KPIs, conduct root-cause analysis and construct action plans as issues arise.
• Understand and be connected to the type of work the team does on a daily basis, being able to make volume-based decisions that best serve our customers. 
• Serve as a central communicator by leading team huddles with Oscar colleagues and BPO SME and leaders connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational goals
• Be a culture carrier, driving engagement with the team to create an inclusive and inviting culture that aligns with Oscar’s core values
• Lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 2+ years experience in a fast-paced operations or customer service environment
• 2+ year of direct people management experience
• 2+ years of experience using data and metrics to drive improvements
• Experience in LEAN practices
• Strong verbal and written communication skills

Bonus Points

• Bachelor's degree
• Lean Six Sigma or Process Improvement certification
• Prior healthcare and/or insurance experience
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries
• 1+ years experience managing projects
• Experience working with teams in multiple locations and multiple disciplines
• Understanding of working with a BPO from a vendor management perspective
• Understanding of the provider experience