About this role.
Oscar Health is hiring a Bilingual Customer Service Representative to join their Member and Provider Services team. This remote role involves handling customer interactions and back office tasks, requiring bilingual proficiency in Spanish and English. The position is volume-driven and production-based, with a focus on delivering high-quality service while following standard operating procedures. Candidates need 1+ years of customer-facing experience and 6+ months of healthcare experience. The role offers a set pay rate of $19.00 per hour, with an additional $1.00 per hour for bilingual skills.
Role DNA
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Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
2/5Communication Load
4/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Bilingual Customer Service Representative position at Oscar Health. With over two years of experience in high-volume customer service and a strong background in healthcare operations, I am confident in my ability to deliver exceptional support to members and providers. My bilingual proficiency in Spanish and English allows me to effectively communicate with diverse populations and resolve issues efficiently.
I am particularly drawn to Oscar's mission to transform healthcare through technology and member-focused service. In my previous role, I successfully managed caseloads, maintained productivity metrics, and contributed to process improvements. I am adept at navigating complex systems and ensuring compliance with regulatory standards.
Thank you for considering my application. I look forward to the opportunity to contribute to Oscar's team and help make healthcare simpler and more accessible.
Sincerely,
[Your Name]
Sample interview questions
In my previous role at a call center, I handled an average of 60-80 calls per day, addressing billing and service issues. I used active listening and empathy to de-escalate situations and resolve problems within the first call. I also utilized CRM tools to track interactions and follow up on unresolved cases.
I double-check entries before submitting and use system validations to catch errors. I also take notes during calls to avoid relying on memory. In my last job, I maintained a 99% accuracy rate on data entry tasks by following a checklist and reviewing my work.
I would apologize and assure the member I will find the correct information. I would consult available resources, such as knowledge bases or supervisors, and then follow up with the member promptly. I also take note of common questions to improve my own knowledge.
I noticed that our team was spending too much time manually entering member data from emails. I proposed an automated template that integrated with our CRM, reducing entry time by 30%. My manager approved it, and it was adopted by the team.
I admire Oscar's commitment to using technology to simplify healthcare. The focus on member experience aligns with my customer service philosophy. I also appreciate the emphasis on diversity and inclusion, which I believe creates a supportive work environment.
Hi, we’re Oscar. We’re hiring a Bilingual Customer Service Representative to join our Member and Provider Services 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:
This role is a volume-driven customer service and production-based role that handles the daily activities involved in running a health insurance company including customer interactions and back office tasks following standard operating procedures.
You will report to the Concierge Operations Manager.
Work Location:
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. #LI-Remote
Pay Transparency:
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.
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
Bonus points:
- Strong quantitative or analytical skills focused on solving problems
- Experience manipulating and entering accurate data
- Advanced Google Suite or Microsoft Office capabilities
This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.
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 experience. 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.
Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.
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.
California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.
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