Clinical Concierge Team Lead (Remote)

Job Description

Hi, we're Oscar. We’re hiring a Clinical Concierge Team Lead to join our Clinical Concierge team.

Oscar is a technology-driven, consumer-focused health insurance startup founded in 2012 and headquartered in New York City. Our goal is to make health insurance simple, transparent, and human. We need your help to do so.

About the role:

The Clinical Concierge Operations team (CCT) partners with Oscar’s Concierge Clinicians to help manage Oscar’s sickest members. Through assistance with care coordination and care routing the team helps members reach their optimum health goals in the most cost effective way.

The CCT Lead is an expert on all of Oscar’s standard and specialized Clinical Ops team workflows. They are responsible for driving goals and KPIs for various levels of support staff to meet business objectives. They mentor the Clinical Concierge Specialists and Clinical Concierge Care Guides through coaching around content knowledge, process management, clinical team support and engagement. They will support the team in their effectiveness, improvement of workflows, career development, and team morale. As a Lead, you will also build upon interdepartmental partnerships to develop operational workflow improvements to enhance efficiencies for our members and team. You will be an asset to the Clinical Concierge team by being an expert in both Concierge and Clinical workflows.

The Clinical Concierge Operations Lead will manage the success of multiple Clinical Concierge specialists (CCS) and Clinical Care Guides (CCGs), driving member and employee satisfaction throughout all regions of Clinical Concierge. You will report to an Operations Manager.

You will report to the Manager of CCM Operations. This is a remote role, you are able to work remotely in one of the following states: Arizona, California, Connecticut, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, or Washington. Note, this list of states is subject to change.

Responsibilities:

• Guide your team’s metrics, including productivity, adherence to schedule, and employee satisfaction
• Maintain team dashboard - regularly check that escalations are being completed and communicated in a timely manner
• A consistent focus on coaching, developing and leading direct reports.
• Serving as a central communicator -- leading team huddles, promoting vision and strategy, and providing feedback to members of the team and company.
• Effectively collaborate with inter-departmental teams to take down roadblocks and create scalable solutions
• Uphold and enforce Oscar policies that drive accountability and alignment
• Manage payroll and attendance on a weekly basis along with other Workday related tasks
• Manage daily needs of your team, including hiring, training and scheduling of CCT Teams
• Support your direct reps by quarterbacking complex issues that could not be solved using conventional workflows.
• Act as a point person for specific stakeholders in other areas of the business to improve feedback loops and trend member issues
• Support all CCS workflows including Complex Case Management, Transplant, Behavioral Health, and other clinical speciality programs
• Act as an addition escalation resource to Case Managers on Clinical Speciality teams

Requirements:

• 3+ years of experience leading and supporting a growing team
• Experience with implementing process improvements
• Demonstrable evidence of upward career trajectory growth

Bonus points:

• Prior healthcare or service experience
• Bachelor's Degree
• Proficiency navigating Excel, JIRA, and SQL
• Experience working in a collaborative environment with a diverse set of people

Life at Oscar:

Our more than 1,000 employees aim to make health care affordable and accessible for all. We apply this same vision to our perks and benefits, including: medical benefits, generous paid-time off, paid parental leave, retirement plans, company social events, stocked kitchens, wellness programs, and volunteer opportunities.

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 your unique background and perspectives.

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 ([email protected]) to make the need for an accommodation known.

Pay Transparency Policy

Oscar ensures that you won't be discharged or discriminated against based on whether you've inquired about, discussed, or disclosed your pay. Read the full policy here .

Life at Oscar:

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.

We aim to make health care affordable and accessible for all, and apply this same vision to our perks and benefits, including: medical benefits, generous paid-time off, paid parental leave, retirement plans, company social events, stocked kitchens, wellness programs, and volunteer opportunities.

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 ([email protected]) to make the need for an accommodation known.

Pay Transparency Policy:

Oscar ensures that you won't be discharged or discriminated against based on whether you've inquired about, discussed, or disclosed your pay. Read the full policy here .

COVID-19 vaccine requirements for in-person work:

To protect the health and safety of our employees, we require any employee conducting in-person work* to be fully vaccinated against COVID-19 by their start date. If you are unable to be vaccinated due to medical or protected religious reasons, please reach out to our Benefits team at [email protected] to submit an accommodations request.

*Note: In-person work includes: employees required to work from our offices, employees conducting sales work in the field and employees conducting at-home or in-person visits with members.