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Salary: USD 48,438 - 66,602 / annual
Oscar Health is seeking an Executive & Social Media Escalations Specialist to join the Member and Provider Services team. This role focuses on resolving complex, high-visibility member and provider issues escalated through executive complaints and social media channels.
You will report to the Associate Director of Member & Provider Escalations and serve as a critical liaison between members, providers, and internal leadership. Your primary responsibilities include managing and resolving executive-level complaints with urgency and professionalism, coordinating timelines for escalated cases, and communicating with appropriate parties to drive resolution. You will conduct workflow reviews and deliver actionable feedback to leadership to improve internal processes, departmental quality, and operational insights.
A key part of this role involves drafting executive-level communications, including case summaries, root-cause analyses, and action plans with recommendations using established templates and workflows. You will be the primary liaison to strengthen feedback loops and track emerging member and provider trends, while providing direct guidance to Service Operations representatives across multiple communication channels.
The ideal candidate brings 2+ years of experience in a production-based environment with strong quantitative and analytical problem-solving skills. You should have 2+ years of experience drafting written communications for executive audiences, with proven ability to convey complex information with appropriate tone. A high school diploma or GED is required; a bachelor's degree is a plus.
Bonus qualifications include advanced Google Suite or Microsoft Office capabilities, operations certifications (Lean Six Sigma or similar), project oversight experience, proficiency in multi-system environments, and prior experience in conflict management and providing feedback to others.
This is a fully remote position open to candidates residing in Arizona, Florida, Georgia, or Texas. Occasional travel may be required for team meetings and company events.
