Customer Service Representative (Remote AZ)

About the role

This role is a volume-driven customer service and production-based role that handles the daily activities involved in running a health insurance company including customer interactions and back office tasks following standard operating procedures. You will report into the Concierge Operations Manager.

Work Location

This is a remote position, open to candidates who reside in Arizona. 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 set pay rate for this role is $19.00 per hour. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year.

Responsibilities

• Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model.
• Work with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs.
• Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations.
• Form working relationships with all partners.
• Support the leadership team by identifying issues through established escalation pathways.
• Monitor and track the health of all assigned work-in-progress issues.
• Escalate and resolve issues to ensure appropriate turnaround times.
• Participate in process improvement projects.
• Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI).
• Comply with all applicable laws and regulations.
• Other duties as assigned.

Requirements

• 1+ years of experience in a high-volume or customer-focused setting.
• 6+ Months of healthcare experience.
• High school diploma or GED.
• Bonus Points: Strong quantitative or analytical skills focused on identifying or solving problems.
• Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking.
• Experience manipulating and entering accurate data.
• Advanced Google Suite or Microsoft Office capabilities.