Process Engineer, Caller Experience
Are you passionate about technology and eager to learn about healthcare? Do you love designing processes that are automated and scalable but also human and delightful? If so, this role is perfect for you!
Oscar is a small, fast-paced team using technology and design to revolutionize healthcare. As a Process Engineer working directly on our phone systems you’ll play a key role in helping our members access Oscar and find the care that’s right for them; from creating a plan of attack through to successful execution. You’ll be a pivotal part of a cross-functional team working closely with engineers, product managers and a wide range of internal and external stakeholders to design and implement solutions that bring the best of what we offer to members and other users when they call Oscar.
As a process engineer focused on caller experience on the Product team, you will:
Design and implement interactive voice response (IVR) workflows that improve the call experience for potential enrollees, members, providers, brokers, and other Oscar users.
Collaborate with business teams to distill their requirements into thoughtful solutions, while providing expertise on ways to get the most out of our phone functionality.
Work with engineers and product managers to inform a road map of phone platform improvements, ensuring that our systems can scale to support our growing employee and membership base and that we are making intelligent trade-offs between vendor-supported functionality and homegrown technology wizardry
Who are you?
You are tech-savvy and love to learn. You’ve dabbled in coding and are excited to be able to develop this skill further.
You naturally empathize with people’s needs and are excited to wade into the details of a process to figure out how to make it work better for them.
You are adept at communication, and you excel at coordinating work with multiple people in a host of different roles and parts of the organization.
You are analytical and spike on structured thinking; you are able to unpack a complicated problem into simple steps.
At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we work to cultivate an environment where exceptional people can be their most authentic selves and find both belonging and support. We're on a mission to change healthcare -- an experience made whole by your unique background and perspectives.
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 ([email protected]) to make the need for an accommodation known.
Pay Transparency Policy: Oscar's Pay Transparency Policy 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.