Bilingual Customer Service Representative

Role Overview: This role is a volume-driven customer service and production-based position that handles daily activities involved in running a health insurance company, including customer interactions and back-office tasks following standard operating procedures. You will report to the Concierge Operations Manager. Work Location: This is a remote position, open to candidates who reside in Arizona. Occasional travel may be required for team meetings and company events. 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). - Compliance with all applicable laws and regulations. - Other duties as assigned. Requirements: - Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking. - 1+ years of experience in a high-volume or customer-focused setting. - 6+ months of healthcare experience. - High school diploma or GED. Preferred Qualifications: - Strong quantitative or analytical skills focused on solving problems. - Experience manipulating and entering accurate data. - Advanced Google Suite or Microsoft Office capabilities.