BPO Operations Manager

Hi, we're Oscar. We're hiring a BPO Operations Manager to join our Provider & Member Services team.

Oscar is the first health insurance company built around a full stack technology platform and a 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

You will oversee the engagement, partnership and the results of the offshore vendors used for the Member and Provider Services teams. You will play a critical role within the MPSO department to ensure that Oscar's members and providers have a positive experience when utilizing our services.

You will report to the Director, Provider & Member Services

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.

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $88,800 - $116,550 per year. The base pay for this role in all other locations is: $79,920 - $104,895 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Utilize frameworks to intentionally develop and strengthen partnerships with BPO organizations to build sustainable relationships and BPO best practices.
• Creating, tracking, and implementing best practices for Production Management to improve overall member and provider experience through daily queue management, production tracking, and scorecard adherence.
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives that drive desired cultural and operational outcomes
• Process improvement and change management
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 4+ years of Production Management experience
• Experience in BPO or Call Center environments
• Experience with either vendor management or offshore partnerships
• 4+ years leading, coaching and developing direct reports in a large team fast paced environment
• 3+ years experience with using data and metrics to problem solve and drive root cause analysis

Bonus Points

• Call center experience
• Experience in healthcare
• Bachelor's degree
• Proficiency in Microsoft Office Suite
• Process Improvement or Lean Six Sigma training, certification
• Experience as a leader in a remote environment