About this role.
Oscar is hiring a Bilingual Customer Service Representative to join their Member and Provider Services team in a remote role based in Florida. The position involves handling customer interactions, managing caseloads, and performing back-office tasks following standard procedures. Candidates must be bilingual in Spanish and English, have at least one year of customer-focused experience, and six months of healthcare experience. The role offers a pay rate of $19 per hour ($38,000 annually) with benefits and vacation accrual. This is a volume-driven, production-based position that requires strong communication and problem-solving 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. With over two years of experience in high-volume customer service roles and fluency in both Spanish and English, I am well-prepared to support Oscar's members and providers effectively. My background in healthcare administration has given me a strong understanding of insurance processes and compliance standards.
In my previous role, I consistently met productivity targets while maintaining high customer satisfaction scores. I thrive in fast-paced environments and enjoy problem-solving to resolve member issues efficiently. I am eager to bring my communication skills and attention to detail to Oscar's mission of transforming healthcare.
Thank you for considering my application. I look forward to the opportunity to contribute to your team.
Sincerely,
[Your Name]
Sample interview questions
In my previous role, I had a member who was frustrated about a claim denial. I listened actively, empathized with their situation, and explained the appeal process step-by-step. I then followed up to ensure the appeal was submitted correctly, which resulted in the claim being approved. The member appreciated my patience and thoroughness.
I use a triage system: first, I address urgent issues like billing errors or authorization needs. For non-urgent inquiries, I log them and set priorities based on deadlines. I also utilize tools like Excel to track my caseload and ensure nothing falls through the cracks.
I admire Oscar's technology-driven approach to simplifying healthcare. Their focus on member experience aligns with my own values. I'm excited to contribute to a company that is innovating in the health insurance space and making a real difference in people's lives.
I would be honest with the member and let them know I need to research the answer. I would then consult available resources, such as internal knowledge bases or supervisors, and get back to the member promptly with accurate information. It's important to maintain trust by following up as promised.
In my previous healthcare role, I handled PHI daily and strictly followed HIPAA guidelines. I ensured that all communications were secure, and I never discussed member information in public areas. I also completed annual compliance training and am committed to maintaining confidentiality.
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 Florida. 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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