• 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