• 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

• 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

• 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.

• Manage high-volume customer inquiries across email, live chat, and ticket management platforms. • Resolve customer requests while meeting established SLA and quality standards. • Accurately document customer interactions and maintain complete ticket records. • Deliver professional, empathetic, and solution-oriented support through written communication. • Collaborate closely with Operations, Logistics, Fulfillment, and Customer Experience teams.