Bilingual Customer Service Representative (Remote GA)

Oscar is a health insurance company built around a full-stack technology platform and a focus on serving its members. The Bilingual Customer Service Representative handles high-volume customer interactions and back-office tasks for the Member and Provider Services team, manages assigned caseloads, resolves and escalates issues, and supports process improvement while following operational and regulatory standards.

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
• Strong quantitative or analytical skills focused on solving problems
• Experience manipulating and entering accurate data
• Advanced Google Suite or Microsoft Office capabilities