Executive & Social Media Escalations Expert

Executive & Social Media Escalations Expert

Dallas, Texas, United States

Hi, we're Oscar. We're hiring an Executive & Social Media Escalations Specialist to join our 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

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.

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.

Pay Transparency: The base pay for this role is $48,438 - $66,602.25 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.
• Ensure compliance with all applicable laws and regulations.
• Other responsibilities as assigned.

Requirements

• 2+ years previous work experience in a 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

• 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 environments

• Prior career practice relating to conflict management and providing feedback to others

• Pay and benefits

• Final offer amounts are determined by factors including relevant skills, education, and experience. Full-time employees are eligible for benefits including medical, dental, and vision benefits, paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

• Equality and inclusivity

• Oscar is committed to equal opportunity in all aspects of hiring and employment. We cultivate an environment where people can be their most authentic selves and find belonging and support.

• 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 Oscar.

Benefits

• If applicable, information about accommodations and related processes can be discussed with the team. California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.