Case Study: Oscar Health achieves rapid, HIPAA-secure collaboration and improved member satisfaction with Slack

How Oscar Health uses Slack to simplify health care and keep members happy

Oscar Health is a technology-driven, direct-to-consumer health insurer serving about 420,000 members that needed to move fast during the COVID-19 surge while keeping sensitive patient data secure and coordinating dozens of cross-functional teams remotely. Faced with a sprint to build and launch tools like a risk-assessment survey and testing-center locator in days (not months), Oscar also had to maintain white-glove customer service, meet HIPAA requirements, and keep more than 1,400 employees informed and engaged.

Oscar adopted Slack Enterprise Grid with channel-based collaboration, workflows and integrations (including a custom app “Grouchy,” Nightfall DLP and shared external channels) to segment workspaces, automate requests and centralise feedback. The result: rapid, secure cross-team decision-making, quicker product prioritisation and near-real-time member support that helped the company launch critical services in days, scale remote work smoothly, and sustain strong member engagement and satisfaction (NPS 36 vs. industry average −12).

Oscar Health

Sam Gross

Senior Technical Product Manager