Bilingual Customer Service Representative (Remote AZ)

ABOUT THE ROLE We're Oscar, a health insurance company built around a full stack technology platform and a relentless focus on serving our members. We're hiring a Bilingual Customer Service Representative to join our Member and Provider Services team. This role is a volume-driven customer service and production-based position that handles the daily activities involved in running a health insurance company, including customer interactions and back office tasks following standard operating procedures. WHAT YOU'LL DO As a Bilingual Customer Service Representative, you will report to the Concierge Operations Manager. Your responsibilities will include: Developing a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model Working with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs Managing an assigned caseload, maintaining service delivery, productivity, and quality expectations Forming working relationships with all partners Supporting the leadership team by identifying issues through established escalation pathways Monitoring and tracking the health of all assigned work-in-progress issues Escalating and resolving issues to ensure appropriate turnaround times Participating in process improvement projects Complying with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI) Compliance with all applicable laws and regulations Performing other duties as assigned WHAT YOU'LL NEED To be successful in this role, you will need: To be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking At least 1 year of experience in a high-volume or customer-focused setting At least 6 months of healthcare experience A high school diploma or GED WHY REMOTE This is a remote position, open to candidates who reside in Arizona. While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events. BENEFITS The set pay rate for this role is $19.00 per hour. You may be eligible to receive an additional $1.00 per hour upon successful completion of the bilingual assessment. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year. Full-time employees are eligible for benefits including medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.