Associate Director, Documentation & Learning, Claims

Hi, we're Oscar. We're hiring an Associate Director, Documentation & Learning to join our Claims team.

Oscar is the first health insurance company built around a full stack technology platform and a 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 Associate Director, Documentation & Learning role is responsible for assisting in the creation of strategic direction of learning initiatives and knowledge management practices including documenting, analyzing, and improving claims processing workflows, policies, and procedures within the operation. This role is responsible for developing and implementing programs that enhance employee skills, improve operational efficiency, and foster a culture of continuous learning and knowledge sharing.

You will report to the Senior Director, Claims.

Work Location: 

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission. 

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.  

You must reside in one of the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $144,000 - $189,000 per year. The base pay for this role in all other locations is: $129,600 - $170,100 per year. You are also eligible for employee benefits, participation in Oscar’s unlimited vacation program and annual performance bonuses.

Responsibilities

• Assist in the creation of a holistic claims training and documentation strategy
• Deliver claims training strategy inclusive of material creation, feedback to trainees, and adjustments to improve retention and application of the claims training
• Develop and maintain detailed process documentation, including standard operating procedures (SOPs), work instructions, and guidelines related to healthcare claims processing specifically.
• Develop and implement a continuous improvement process for all Claims documentation, training and ongoing refresher trainings as well as curriculum improvements
• Work with internal stakeholders to ensure consistency and accuracy of claims documentation and training materials
• Create a system to measure the effectiveness of training programs and knowledge projects in enhancing employee performance
• Ensure that practices are integrated into daily operations and aligned with business outcomes
• Build, coach, and lead a team that take tremendous care of our internal and external customers, maintaining or improving culture and employee satisfaction
• Translate technical or complex information into clear, user-friendly documentation.
• Provide effective direction, mentorship, and influence to achieve departmental goals
• Stay abreast of industry trends, best practices, and emerging technologies in learning and development
• Compliance with all applicable laws and regulations 
• Other duties as assigned 

Qualifications

• 7+ years of experience in a combination of claims operations, learning and development, knowledge management, technical writing or a related field
• 5+ years of people management and team leadership experience with ability to prioritize, allocate work and manage across multiple high-value projects at once
• 6+ years of experience working collaboratively with cross-functional leadership teams
• 3+ years of experience with benefit and contract interpretation or coding in professional/ institutional billing requirements. 
• 3+ years of experience analyzing and improving processes and workflows.

Bonus Points

• Experience in healthcare or highly regulated or related field
• Operational improvement certification - Green or advanced belt certification
• Bachelor’s or Master’s degree in related field
• BSN or Clinical experience