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Customer Service Specialist I

Company: Oscar Health
Location: Tempe
Posted on: November 22, 2021

Job Description:

Hi, we're Oscar. We're hiring a Concierge Expert to join our Concierge 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 roleConcierge Experts (CE's) are viewed as the knowledge resource in all things content on the Concierge Services floor with the passion for teaching/supporting the internal members (Care Guides). You will be a role model in all KPI's, act as an ambassador for feedback and identify solutions when areas of opportunity exist. Your goal is to support all of Concierge Services by being an active resource to your entire region. You will problem solve quickly with any conflict that should arise by partnering with necessary team members.You will also look for areas that require process improvement, and lead the charge on identifying, analyzing, and solving acute member issues. You will be a mentor to the internal member(s) by providing constructive feedback, which leads to improved member interactions.You will report to the Concierge Operations Manager. This is a hybrid role, and you will work part of the time in the Tempe, AZ office and part of the time working remotely.Responsibilities

  • Handle escalated cases for our internal and external members
  • Work with CEII/Ops Lead/AOM to facilitate side by sides for assigned internal members
  • Internal members mentorship program in which strengths and opportunities specific to content and member experience are discussed monthly for internal bench and pipeline.
  • Build relationships to sharpen content skills
  • Collaboratively provides constructive feedback that supports improvement
  • Apply knowledge, skills and demonstrate organizational agility to all areas of the business
  • Support all areas of Concierge Services based on business need
  • Manage your time with multiple competing goals to get all items completed by set deadlines
  • Identify issues and gaps in workflows within Concierge Services and surface all trends to CEIIQualifications
    • 3 years of Customer Service Experience or Bachelor's DegreeBonus points
      • Prior healthcare or service experience
      • Read, write and speak in both Spanish and English fluentlyLife at OscarAt 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 encourage our members to care for their whole selves, and we encourage our employees to do the same with comprehensive medical benefits, generous paid-time off, paid parental leave, retirement plans, company social events, stocked kitchens, wellness programs, and volunteer opportunities.Reasonable AccommodationOscar 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 (accommodations@hioscar.com) to make the need for an accommodation known.Pay Transparency PolicyOscar 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 (accommodations@hioscar.com) 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 accommodations@hioscar.com 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.

Keywords: Oscar Health, Tempe , Customer Service Specialist I, Hospitality & Tourism , Tempe, Arizona

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