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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 complaints and escalations from members and providers through executive channels and social media platforms.
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 is drafting executive-level communications, including case summaries, root-cause analyses, and action plans with recommendations. You will be the primary liaison for strengthening feedback loops and tracking emerging member and provider trends. Additionally, you will provide direct guidance to Service Operations representatives across multiple communication channels and ensure compliance with all applicable laws and regulations.
The ideal candidate has 2+ years of experience in a production-based environment, strong quantitative and analytical problem-solving skills, and 2+ years of experience drafting written communications for executive audiences. A high school diploma or GED is required. Bonus qualifications include a bachelor's degree, advanced proficiency with Google Suite or Microsoft Office, operations certifications (Lean Six Sigma or similar), project oversight experience, multi-system navigation skills, and prior experience with conflict management and feedback delivery.
This is a remote position open to candidates residing in Arizona, Florida, Georgia, or Texas. Occasional travel may be required for team meetings and company events.
