Associate Manager, CG&A and MPCT

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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 position is based in our Los Angeles office, requiring a hybrid work schedule with 3 days of in-office work per week. Thursdays are a required in-office day for team meetings and events, while your other two office days are flexible to suit your schedule. #LI-Hybrid Pay Transparency: The base pay for this role is: $72,036 - $99,049 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 exper

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