Bilingual Customer Service Representative (Remote FL)

Hi, we're Oscar. We're hiring a Bilingual Customer Service Representative to join our Member and Provider Services team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role:

This role is a volume-driven customer service and production-based role that handles the 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: Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

This is a remote role. You must reside in Florida.

Pay Transparency: The set pay rate for this role is $19.00 per hour. You may be eligible to receive an additional $1.00 per hour upon successful completion of the bilingual assessment. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year.

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

Bonus points:

• Strong quantitative or analytical skills focused on identifying or solving problems


• Experience manipulating and entering accurate data


• Advanced Google Suite or Microsoft Office capabilities