Associate Manager, CG&A and MPCT

Associate Manager, CG&A and MPCT

Hi, we're Oscar. We're hiring an Associate Manager, CG&A to join our CG&A/MPCT 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

The Associate Manager, Member & Provider Escalations leads and develops a team dedicated to operational excellence. This role will resolve complex escalations, eliminate process roadblocks and partner cross-functionally across upstream and downstream teams to solve root business challenges.

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

Work

Location

This is a remote position, open to candidates who reside in Atlanta, GA. You will be fully remote; however, our approach to work may adapt over time. Future models could potentially involve a hybrid presence at the hub office associated with your metro area. LI-Remote

Pay Transparency: The base pay for this role is: $64,832 - $89,144 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Mentor team members using structured frameworks to build future organizational leaders and foster a positive workplace culture.
• Manage daily team operations, measurement performance, employee engagement, and cross-functional communications with indirect budget oversight.
• Manage grievance and appeals workflows, serving as the primary department escalation point for complex cases and using data to address root-causes and lower complaint volume.
• Manage complex, high-visibility cases from intake through resolution, collaborating with executive leadership to mitigate operational and reputational risk.
• Identify operational trends and knowledge gaps across Service Operations, applying Lean methodologies to lead proactive process improvements.
• Establish and enforce standard escalation procedures to maintain compliance and eliminate customer friction.
• Partner with leaders across the organization to translate business insights into strategies that improve operational efficiency and customer experience.
• Compliance with all applicable laws and regulations.
• Other responsibilities as assigned.

Requirements

• 3+ years of experience leading and developing a team within a production environment or contact center
• 2+ years experience working with teams in multiple locations and within multiple disciplines
• 2+ years experience working in a collaborative environment with a diverse set of people
• 2+ years experience implementing operational excellence
• 2+ year experience using data to drive decision-making and continuous improvement
• 2+ years advanced Google Suite or Microsoft Office capabilities

Bonus points:

• Prior healthcare or insurance-related experience

• Prior Complaints, Grievances & Appeals experience

• Bachelor's Degree

• Proficiency with data visualization tools (Tableau, Looker, Periscope, etc.)

• Operational Excellence Certification (Lean Six Sigma or similar)

• This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.

• 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.

• Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. 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, and paid wellness time and reimbursements.

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