Hi, we're Oscar. We're hiring an Operations Quality Coach to join our Operations Quality 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 Ops Quality Coach works with Ops Quality Auditors, Learning & Development, Ops Team Leads, and Hub leaders to improve the quality performance of front line operational staff. The Ops Quality Coach provides formal and informal coaching on continuous improvement to front line staff to meet their assigned departments' quality goals and serves as a facilitator for change within those operational teams.
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You will report to the Operations Quality Team Lead. 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, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, or Washington. Note, this list of states is subject to change. #LI-Remote
Responsibilities:
- Accomplish quality improvement goals by communicating and coaching to quality expectations for assigned operations staff.
- Build relationships with operations staff through fair, active, and consistent communications.
- Achieve quality improvement objectives by reviewing and auditing calls, secure messages, cases, etc. based on operations departments' quality specifications and requirements.
- Create strategic improvement plans, providing feedback to employees, soliciting employee feedback and concerns, developing/preparing individualized action plans.
- Prepare and provide weekly, monthly, and annual coaching performance reports.
- Identify trending deficiencies/opportunities and presents to Ops Quality, Training, Team Leads, and Operations Management.
- Collaborate with other members of the leadership teams to develop new hires and existing employees that are underperforming.
- Perform other duties as assigned.
Requirements:
- Bachelor's degree, 2+ years of work experience, or 6 months+ experience as an Ops Quality Auditor
- 6 months+ experience performing quality assurance/improvement reviews
Bonus points:
- Knowledge of call center operations, processes, and policies
- Demonstrated skills in facilitation and mentoring of operations staff
- Strong Google Sheets and Excel skills
- Experience with visualization tools (e.g. Periscope, Tableau, etc.)
- Experience creating performance improvement plans
- Possess a high degree of emotional intelligence with the ability to connect with people and build strong relationships with different audiences with adaptive change management methods.
This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.
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.
Pay Transparency Policy:
Oscar ensures that you won't be discharged or discriminated against based on whether you've inquired about, discussed, or disclosed your pay. Read the full policy here.
Reasonable Accommodation:
Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known.
To protect the health and safety of our employees, we require any employee conducting in-person work* to be fully vaccinated against COVID-19 by their start date. If you are unable to be vaccinated due to medical or protected religious reasons, please reach out to our Benefits team at accommodations@hioscar.com to submit an accommodations request.
*Note: In-person work includes: employees required to work from our offices, employees conducting sales work in the field and employees conducting at-home or in-person visits with members.