About the role
Hi, we're Oscar. We're hiring an Associate Manager, CG&A to join our CG&A/MPCT 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
The Associate Manager, Member & Provider Escalations leads and develops a team dedicated to operational excellence. This role will resolve complex escalations, eliminate process roadblocks and partner cross-functionally across upstream and downstream teams to solve root business challenges.
You will report into the Associate Director, Member & Provider Escalations | Director, Member & Provider Lifecycle.
Work Location: This is a remote position, open to candidates who reside in Atlanta, GA. You will be fully remote; however, our approach to work may adapt over time. Future models could potentially involve a hybrid presence at the hub office associated with your metro area. #LI-Remote
Pay Transparency: The base pay for this role is: $64,832 - $89,144 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.
Responsibilities
Mentor team members using structured frameworks to build future organizational leaders and foster a positive workplace culture.
Manage daily team operations, measurement performance, employee engagement, and cross-functional communications with indirect budget oversight.
Manage grievance and appeals workflows, serving as the primary department escalation point for complex cases and using data to address root-causes and lower complaint volume.
Manage complex, high-visibility cases from intake through resolution, collaborating with executive leadership to mitigate operational and reputational risk.
Identify operational trends and knowledge gaps across Service Operations, applying Lean methodologies to lead proactive process improvements.
Establish and enforce standard escalation procedures to maintain compliance and eliminate customer friction.
Partner with leaders across the organization to translate business insights into strategies that improve operational efficiency and customer experience.
Compliance with all applicable laws and regulations.
Other responsibilities as assigned.
Requirements
3+ years of experience leading and developing a team within a production environment or contact center
2+ years experience working with teams in multiple locations and within multiple disciplines
2+ years experience working in a collaborative environment with a diverse set of people
2+ years experience implementing operational excellence
2+ year experience using data to drive decision-making and continuous improvement
2+ years advanced Google Suite or Microsoft Office capabilities
Bonus points
Prior healthcare or insurance-related experience
Prior Complaints, Grievances & Appeals experience
Bachelor's Degree
Proficiency with data visualization tools (Tableau, Looker, Periscope, etc.)
Operational Excellence Certification (Lean Six Sigma or similar)
This is an authentic Oscar Health job opportunity.
At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.
Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.
Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.
Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications, without regard to applicant's disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known.
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