Production Support Specialist MA (Remote)

Job Description

Hi, we're Oscar. We’re hiring a Production Support Specialist MA to join our Complaints Grievances & Appeals (CG&A) Team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless 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:

As a senior member of the CGA team, this role is responsible for monitoring cases and dashboards daily to ensure that cases are intaked, researched, and resolved in a timely manner, and in alignment with Oscar’s policies and procedures. In partnership with CGA Leadership, you will guide and assist Liaisons and Intake Coordinators with their day-to-day casework.

You will report into the CG&A Program Manager. 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:

• Create and maintain Production sheets, to be shared with CGA Leadership every morning
• Monitor Team dashboards (Intake, Team Lead, Special Teams) throughout the day, alerting management of any trends or changes
• Ensure responses due are cleared and sent by end of day
• Disseminate Production sheets to staff with clear guidance and goals
• Communicate with Liaisons or Coordinators regarding the status of their work, ensuring that they are updating their individual Production sheets
• Provide 1x1 production coaching and support to staff
• Own and respond to questions or inquiries in the Slack Channels, ensuring staff is provided with clear, actionable instructions and/or guidance in a timely manner
• Own and manage the Liaison extension backlog, while fielding and approving requests for extensions
• Provide MCT Case support
• Contribute to the teams overall goal of a 95% compliance rate for response turnaround time and 90% compliance rate for acknowledgement turnaround times
• Help identify potential operational issues and trends within Oscar or its delegates and communicate said issues to CGA Leadership
• Assist CGA Leadership and peers with special projects, and complete projects within the proposed deadline(s) set by management, as necessary
• Attend, actively participate in, and occasionally lead Team meetings, operational meetings, and/or trainings
• Develop and sustain effective and professional working relationships with peers, leaders, and internal stakeholders

Requirements:

• 1+ years of related work experience in healthcare or analytics
• 1+ years of experience with medical claims or eligibility processing, provider data roster files, and multi-site interaction responsibilities
• Familiar with SQL or similar database languages used for monitoring business progress or data display
• Proficiency in Microsoft Office Suite

Bonus points:

• A Bachelor’s degree
• Experience leading from a remote environment
• Experience working in a start-up environment
• Experience leading in a production environment

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 .

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.