Team Lead, Service Operations Quality Assurance

$48,960 - $73,440/Yr

Oscar Insurance Company

Full-time - Mid Level

Remote

Insurance Carriers and Related Activities

About the position

The Team Lead, Service Operations Quality Assurance will oversee a team of support staff, driving performance goals and KPIs to meet business objectives. This role involves coaching and leadership, partnering with stakeholders to enhance workflows, and ensuring compliance with industry regulations. The position requires a strong focus on continuous improvement and team engagement, while also managing operational outcomes and performance metrics.

Responsibilities

• Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth and development, and associated HR administrative tasks.
• Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise.
• Understand and be connected to the type of work your team does on a daily basis, being able to make volume-based decisions that best serve our customers.
• Serve as a central communicator by leading team huddles with Oscar colleagues, connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational objectives.
• Be a culture carrier, driving engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values.
• Actively lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team.
• Identify and close gaps on existing operational workflows.
• Work collaboratively across production and other Oscar teams to implement best practices.
• Compliance with all applicable laws and regulations.
• Other duties as assigned.

Requirements

• 3+ years experience within a production and/or service operation
• 3+ years experience in a quality-focused role
• 2+ years of experience in a health insurance or healthcare organization
• 1+ year of direct people management in a production environment
• 1+ years of experience using data and metrics to drive improvements
• 1+ years of experience working with teams in multiple locations and multiple disciplines
• 1+ year of familiarity with industry regulations and standards within Healthcare

Nice-to-haves

• Bachelor's degree
• Lean Six Sigma or Process Improvement certification
• Prior healthcare and/or insurance experience
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries
• 1+ years managing projects

Benefits

• Medical, dental, and vision benefits
• 11 paid holidays
• Paid sick time
• Paid parental leave
• 401(k) plan participation
• Life and disability insurance
• Paid wellness time and reimbursements
• Participation in Oscar's unlimited vacation program
• Annual performance bonuses