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Salary: USD 64,832 - 89,144 / annual
Oscar Health is seeking an Associate Manager for Member & Provider Escalations to lead and develop a team focused on operational excellence within their CG&A/MPCT department. This role manages daily team operations, performance measurement, employee engagement, and cross-functional communications with indirect budget oversight. The Associate Manager will mentor team members using structured frameworks to build future organizational leaders and foster a positive workplace culture.
Key responsibilities include managing grievance and appeals workflows as the primary department escalation point for complex cases, using data to address root causes and lower complaint volume. You will manage complex, high-visibility cases from intake through resolution, collaborating with executive leadership to mitigate operational and reputational risk. The role involves identifying operational trends and knowledge gaps across Service Operations, applying Lean methodologies to lead proactive process improvements. You will establish and enforce standard escalation procedures to maintain compliance and eliminate customer friction, and partner with leaders across the organization to translate business insights into strategies that improve operational efficiency and customer experience.
The position requires 3+ years of experience leading and developing a team in a production environment or contact center, 2+ years working with teams in multiple locations and disciplines, 2+ years in collaborative environments with diverse teams, 2+ years implementing operational excellence, 2+ years using data to drive decision-making and continuous improvement, and 2+ years with advanced Google Suite or Microsoft Office capabilities. Bonus qualifications include prior healthcare or insurance experience, complaints/grievances/appeals background, a Bachelor's Degree, proficiency with data visualization tools (Tableau, Looker, Periscope), and Operational Excellence Certification (Lean Six Sigma or similar).
This is a fully remote position open to candidates residing in Florida, though future hybrid arrangements at a hub office may be considered. The role reports to the Associate Director, Member & Provider Escalations.
