Remote Customer Service Representative
Job Summary
This is a volume-driven customer service and production-based role responsible for handling daily health insurance operations. You will manage member interactions and back-office tasks while adhering to standard operating procedures. The position reports to the Concierge Operations Manager and requires residency in Arizona.
Responsibilities
- Manage assigned caseloads and member interactions.
- Ensure compliance with operational and PHI standards.
- Monitor work-in-progress and resolve escalated issues.
- Collaborate with internal partners and stakeholders.
Required Skills
- 1+ year customer service experience
- 6+ months healthcare background
- Data entry proficiency
- Advanced Microsoft Office/Google Suite skills
Job Details
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:
- 1+ years of experience in a high-volume or customer-focused setting.
- 6+ Months of healthcare experience.
- High school diploma or GED.
- Strong quantitative or analytical skills focused on identifying or solving problems (Bonus).
- Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking (Bonus).
- Experience manipulating and entering accurate data.
- Advanced Google Suite or Microsoft Office capabilities.