Concierge Operations Analyst - Remote

Hi, we're Oscar. We’re hiring a Concierge Operations Analyst to join our Concierge 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 will be responsible for working cross functionally with internal Oscar stakeholders and representing the needs and interests of Concierge Operations in company-wide initiatives. The position will require project management, implementation and communication skills with an ability to work across disparate initiatives at the same time. The Concierge Operations Analyst will be expected to demonstrate agility and the ability to identify risk/opportunities to support improvements and efficiencies in Concierge operations.

You will report into the Concierge Operations Manager. This is a remote / work-from-home role. You must reside in one of the following states: Arizona, California, Connecticut, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, or Washington. Note, this list of states is subject to change.

Responsibilities:

Own the attendance tracking, scheduling and IEX reconciliation for Concierge

Own the relationship with the IT department and actively participate in problem-solving and support of technical/equipment issues for Concierge colleagues

Serve as Concierge Operations advocate internally while effectively collaborating with cross-functional teams to forge exceptional member experiences through effective workflows, efficiencies and process improvements

Partner with Learning & Development to provide administrative support to care guide hiring and training classes, including (but not limited to): attendance tracking, tech support, access requirements, and team assignment transitions

Partner with leaders, People Strategy (PStrat), and Workforce Management (WFM) to recommend, implement, and monitor staffing model adherence for Concierge Operations

Collaborate cross-departmentally to create and manage career experiences, shadowing and development opportunities for Concierge Care Guides

Implement initiatives to meet Concierge Operations objectives and annual performance goals

Evaluate overall Concierge Operations Analytics by creating, gathering, analyzing and interpreting data and metrics

Create, test, and implement action plans supporting the growth and efficiency of Concierge Operations

Build on the scalability, growth and efficiency of Concierge Operations through workflow and product optimization with a focus on member experience and colleague engagement

Provide leverage to Concierge Operations leadership by taking on mission critical ad-hoc assignments and projects, including the provision of leadership for gaps in lead staffing

Additional project work as needed

Requirements:

3+ years of experience in team leadership

2+ years of experience using data and metrics to drive improvements

2+ years of experience / background in a fast-paced operations environment

2+ years of experience in delivering projects / programs independently and within a team environment

Successfully executed department-level initiatives and/or programs, including: fostering cross-departmental relationships, defining project plans, coordinating resources, managing implementation activities, and developing ongoing support and monitoring functions

High School Diploma or GED required

Bonus points:

Prior healthcare or service experience

Bachelor's Degree

Strong proficiency navigating Excel, JIRA, and SQL

Lean / Six Sigma experience

PMP or Program Management Certification

Life at Oscar: 

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.

We aim to make health care affordable and accessible for all, and apply this same vision to our perks and benefits, including: medical benefits, generous paid-time off, paid parental leave, retirement plans, company social events, stocked kitchens, wellness programs, and volunteer opportunities.