Complex Case Management Clinical Supervisor Location: Atlanta United States Job Description: Hi, we''re Oscar. We''re hiring a Complex Case Management Clinical Supervisor to join our 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 Complex Case Management Clinical Supervisor leads a clinical team. You will act as both clinical support and leadership support for the team and is responsible for driving goals and KPIs for the clinical team to meet business objectives while providing coaching and leadership. This role is responsible for ensuring clear communication both internally and cross departmentally, guiding process improvement, escalating trends or concerns to appropriate stakeholders. Additionally, the role may be responsible for building relationships with external health systems and/or vendors as appropriate. You will report into the Manager, Clinical Programs. Work Location: This is a remote position, open to candidates who reside in: Arizona; Florida; Georgia; or Texas. 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 base pay for this role is: $91,908.00 - $120,629.25 per year. You are also eligible for employee benefits, participation in Oscar''s unlimited vacation program and annual performance bonuses. Responsibilities: - Lead team and department meetings, and participate in meetings with operations management and within the current department. Be the clinical expert and resource for the team and other departments. Promote team and vision and strategy to achieve department goals. Provide consistent feedback to members of the team and company to produce positive results. - Lead and participate in continuous improvement activities that inspire or influence the improvement and development of a team. - Manage team''s outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise. - Manage daily needs of the team, personnel issues, payroll and attendance. Monitor and approve PTO and sick time. Assist with interviewing, hiring, and training as needed. - Provide coaching and support to the team to ensure growth and development. - Monitor QI and provide individual QI feedback to the team in 1:1''s. Uphold and enforce Oscar policies that drive accountability and alignment. - Compliance with all applicable laws and regulations - Other duties as assigned Requirements: - 3+ years of experience in a healthcare setting as a nurse or social worker. - Complex Case Management - 1+ years of case management experience at a managed care plan or provider organization - Active, unrestricted Nursing license (RN) in your state of hire and ability to obtain additional licensure as needed OR Masters in Social Work Bonus points: - NCQA knowledge - 1+ year of previous leadership experience in a health care environment - Working knowledge of Milliman Care Guidelines or familiarity with UM guidelines - CCM certification - BSN or LMSW/LCSW - Bilingual in Spanish - Strong proficiency navigating Excel, JIRA, and SQL 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.

Role Description The Customer Success Manager is responsible for managing and developing a portfolio of existing Hosting.com customers. The role focuses on understanding who our customers are, what they use Hosting.com for, how satisfied they are, where risks exist, and where opportunities for retention, upsell, cross-sell, or infrastructure expansion may exist. The CSM acts as the customer relationship owner and internal voice of the customer. A key part of the role is to build account intelligence across assigned customers, especially top-spend and high-potential accounts, and identify where Hosting.com can provide additional value through hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or cost optimization. The CSM qualifies commercial and infrastructure opportunities and hands them over to Technical Sales when deeper technical discovery is required. The CSM is expected to help grow revenue within their assigned customer portfolio by 10% through improved retention, upsell, cross-sell, and qualified infrastructure opportunities handed over to Technical Sales. What You'll Do - Account Ownership & Customer Intelligence - Manage a defined portfolio of existing Hosting.com customer accounts. - Prioritize accounts based on spend, strategic value, churn risk, growth potential, region, and opportunity size. - Understand each customer’s business, industry, current Hosting.com products, spend level and future needs. - Build account plans for key customers, including risks, opportunities, stakeholders, and next actions. - Maintain accurate account information in CRM and internal systems. - Customer Relationship Management - Build trusted relationships with operational, technical, and executive stakeholders. - Act as the primary commercial relationship contact for assigned accounts. - Understand customer goals, business priorities, and success measures. - Run regular customer check-ins and business reviews for priority accounts. - Ensure customers receive value from Hosting.com and remain satisfied. - Retention & Customer Health - Monitor customer health, usage, engagement, support activity, and satisfaction. - Identify churn risks early and coordinate action plans to retain customers. - Escalate customer issues internally and ensure follow-through. - Work with Support, Product, Operations, Sales, and Technical Sales to resolve blockers. - Expansion & Infrastructure Opportunity Discovery - Identify opportunities for upsell, cross-sell, product expansion, and infrastructure migration. - Understand whether customers have cost, performance, support, scaling, or flexibility challenges with current providers. - Assess whether Hosting.com could reduce customer infrastructure costs, improve service, or provide better infrastructure for the same or lower spend. - Qualify opportunities using a structured discovery approach, including Situation, Pain, Impact, Critical Event, and Decision. - Handover to Technical Sales - Identify when an opportunity requires deeper technical discovery. - Prepare clear handovers for Technical Sales, including customer background, current products, spend, external providers, estimated opportunity size, timeline, decision makers, and open technical questions. - Support Technical Sales through the opportunity process by maintaining the customer relationship and commercial context. - Reporting & Insights - Track customer health, churn risk, expansion potential, engagement activity, and opportunity pipeline. - Report key insights from customers to leadership, Product, Support, Operations, and Sales. - Use customer data to identify trends, risks, and growth opportunities across the account base. Qualifications - 3–5+ years of experience in Customer Success, Account Management, Sales, Customer Experience or another customer-facing commercial role. - Experience in technology, SaaS, hosting, domains, cloud, infrastructure, or digital services. - Strong relationship-building and stakeholder management skills. - Commercial mindset with the ability to identify growth and retention opportunities. - Ability to understand customer business models and translate needs into commercial opportunities. - Strong communication, questioning, and discovery skills. - Analytical mindset and confidence working with customer, usage, and revenue data. - Experience using CRM systems and maintaining structured account records. - Ability to manage multiple accounts and priorities in a fast-moving environment. - Experience with hosting, domains, VPS, dedicated servers, bare metal, cloud infrastructure, or managed services. - Experience managing strategic or high-value accounts. - Experience collaborating with technical sales, solution engineering, product, support, and operations teams.

• Drive strategic innovation and transformation initiatives in the space of AI, RPA & Data Science • Lead, mentor, and manage a team of application developers • Collaborate with senior leadership to define and develop innovation strategies • Monitor industry trends and provide insights for new initiatives • Identify areas of opportunities for cost savings within the team • Provide technical leadership on application architecture • Promote a culture of continuous improvement using agile methodologies

• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader and Line Manages ICSR staff • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts of activities leading to effective cooperation with clients in the area of ICSR Management • Contributes to achieving company´s goals and objectives • Works under supervision of ICSR Operational Lead • Providing support to other activities undertaken by the project team on behalf of the client and the company • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Support other departments, as approved and instructed by ICSR Operational Lead • Operates as the assigned team SME • Supporting the RA & PV Network Department as needed, including acting as the LCPPV (Local Contact Person for Pharmacovigilance) for the specified country and taking on the role of PRLS (Person Responsible for Local Screening) for the designated language, as agreed with the line manager