The document outlines Oscar's integration of technology and automation in their health insurance operations using tools like HipChat, Bitbucket, and Jira Service Desk. It details various processes including new hire management, claims processing, and customer service operations. The document also highlights their system's capabilities in managing multiple types of requests and projects efficiently.

1. SARA WAJNBERG & MACKENZIE KOSUT • TECH OPS & INFRASTRUCTURE • OSCAR
ChatOps
Automating your Company with HipChat,
Bitbucket and JIRA Service Desk

2. We’re Oscar,
A new kind of health
insurance company

3. Healthcare is was broken.
We’re fixing it.

4. We’re bringing the best from every industry together
Technology
Data & Analytics
Healthcare
Marketing

6. JIRA

7. Bug Tracking
Project Tracking
UX/Design Projects
Security Issues & Projects
IT help desk

8. Eligibility issues
Claims issues
Benefit questions
New hire process

9. ? ?
? ?
? ?
? ?

11. 150 Agents * $1500.00 = $225,000.00

13. New Hire Processing
Office Management
Contract Review Requests
Conference Attendance Requests
Bug Tracking
Project Tracking
UX/Design Projects
IT Helpdesk Requests
Security Issues & Projects
Technology/
Product
Enrollment Issues
Claims Processing Issues
Benefit Questions/Plan Design
Appeals/Complaints
Network Issues
Requests for outreach from CS & Sales
Operations
Human Resources/
Legal
Customer Service Helpdesk
Clinical Care Management
Provider Concierge
Service (on
Service Desk!)

19. JIRA Emails
Fully customized and Oscar branded.

20. New Hire Processing
Office Management
Contract Review Requests
Conference Attendance Requests
Bug Tracking
Project Tracking
UX/Design Projects
IT Helpdesk Requests
Security Issues & Projects
Technology/
Product
Enrollment Issues
Claims Processing Issues
Benefit Questions/Plan Design
Appeals/Complaints
Network Issues
Requests for outreach from CS & Sales
Operations
Human Resources/
Legal
Customer Service Helpdesk
Clinical Care Management
Provider Concierge
Service
(on Service Desk!)

21. + +
Member Service
Operations:
Enrollment
Operations:
Claims
Operations:
Network
Operations:
Medical
Script
Runner

22. Customer Service: Open —> Waiting on Network Ops…………………………………………………………………Awaiting Confirmation —> Resolved
Network Ops: Investigating —> Waiting on Network Ops —> Awaiting Confirmation —> Resolved

23. Over 40 plugins

24. JIRA
splunk integrations

25. [www.hioscar.com] 10.10.0.107 [02/Jun/2015:16:14:09 -0400] 200 "GET /member/api/v1/members/me/
timeline HTTP/1.1" 1207 "-" "Dalvik/2.1.0 (Linux; U; Android 5.0.1; Nexus 5 Build/LRX22C)"
"XX.XX.XX.XXX" "unix:///var/run/uwsgi/memberweb.socket:200" req_time=0.149 up_resp_time=0.149
member_hash=9b8fdfb4535e46bd abtests="" request_id=8539-1433276049.462-74.71.87.193-889
[www.hioscar.com] 10.10.13.132 [02/Jun/2015:16:14:09 -0400] 200 "GET /search/metasearch?q=Man
+l&source=care_router_4&planLocationState=NY&planDate=2015-02-01&userLat=40.714842&userLng
=-73.954808 HTTP/1.1" 1184 "https://www.hioscar.com/people/jjPOvTUMCGBx/aQyZzVVZtp3z?
planState=NY" "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Firefox/38.0"
"XX.XX.XX.XXX" "unix:///var/run/uwsgi/memberweb.socket:200" req_time=0.042 up_resp_time=0.042
member_hash=- abtests="x22{}x22" request_id=8539-1433276049.897-72.69.91.250-1837
[www.hioscar.com] 10.10.0.107 [02/Jun/2015:16:14:10 -0400] 200 "GET /member/api/v1/fitness-tracking/
misfit-register-status HTTP/1.1" 245 "-" "Dalvik/2.1.0 (Linux; U; Android 5.0.1; Nexus 5 Build/LRX22C)"
"XX.XX.XX.XXX" "unix:///var/run/uwsgi/memberweb.socket:200" req_time=0.058 up_resp_time=0.058
member_hash=9b8fdfb4535e46bd abtests="" request_id=8539-1433276050.541-74.71.87.193-909
[www.hioscar.com] 10.10.13.132 [02/Jun/2015:16:14:12 -0400] 200 "GET / HTTP/1.1" 30316 "-" "Mozilla/
5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/43.0.2357.81 Safari/
537.36" "XX.XX.XX.XXX" "unix:///var/run/uwsgi/manhattan.socket:200" req_time=0.036
up_resp_time=0.036 member_hash=- abtests="x22{}x22"
request_id=8539-1433276052.900-98.113.186.40-456

30. HipChat

31. 31
Twitter Pants

35. Provisioning a Server
@grouchy build [role]

36. Deploying code
@grouchy deploy [site] [environment]

37. Anonymizing development databases
@grouchy anonymize [server]

38. Database Migrations
@grouchy migration reserver [#], @grouchy migration run [#]

40. Managing LDAP
@grouchy groups [user], @grouchy ldap add [user] [groups]

41. Manage VPN
@grouchy vpn add [user], @grouchy vpn revoke [user]

46. Annotations
Like RapGenius except actually useful.

48. Thank you!
SARA & MACKENZIE • TECH OPS & INFRASTRUCTURE • OSCAR