Member Support Agent

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.  

Job overview

Member Support Agents answer phone calls and reply to emails from members and prospective applicants about program-related questions, including but not limited to: how to use the mobile and web apps, linked devices, insurance coverage, billing, application status, and all other program features.  Agents match coverage to applicants by processing manual applications. While all agents are trained on both phone and email ticket handling, this role is expected to be predominately phone-based.  Omada Agents provide an exceptional member experience with a commitment to quality care and meaningful member interactions. Agents embrace collaboration, welcome change, approach knowledge with excitement, and understand the impact of paying close attention to detail. Agents who strive for excellence in their performance metrics and actively seek feedback as a method to grow and develop will be successful in this role.  This position is scheduled with weekly hours that can range from 25 to 40.

About you:

If you enjoy providing stellar customer service, have strong phone resolution and troubleshooting skills, in addition to the ability to navigate multiple systems (4-5) at one time, communicate proactively, consistently and clearly.  If you enjoy working as part of a team, delivering excellent customer service, nurturing cooperation, learning the intricacies of how a digital health company operates, and reveling in following established processes, this is the career for you. Our team is committed to providing world class service to the individuals we support by promptly, accurately, and empathetically resolving their challenges. Our goal is to provide our members with a smooth Omada experience.

Your impact:

• Communicate and provide exceptional support to members over a high volume of incoming phone inquiries and emails in a manner that embodies the company mission and values.
• Must adhere to an assigned schedule, with the ability to switch between email and phone tasks based on business needs.
• Process applications with accuracy and with attention to detail in a timely manner
• Solve issues and go above and beyond to provide world class member experiences 
• Increase overall member satisfaction by meeting and exceeding support key performance indicators
• Work autonomously adhere to meeting schedules, times, and prioritize accordingly
• Protect member information by adhering to company policies on PHI handling
• Develop and maintain an aptitude and knowledge of our products, processes and systems

You will love this job if:

• You thrive in a structured, process-driven environment, can be present and collaborative in a remote environment, and love helping members.
• You manage difficult interactions with a positive attitude and calm, pleasant demeanor.

Qualified Candidates:

• 2 years of front facing customer service or 2 years in remote customer service related work; preferably in a health or tech industry.
• High performer with a proven track record of exceeding expectations (can be proven via work related awards, etc). Familiar with industry recognized metrics: Quality, CSAT, and Productivity 
• Technical skills: Preferred 1-2 years of experience with iOS and Mac, experience navigating 3-4 systems at once, familiarity with Slack and Google Suites. Zendesk experience preferred (HelpScout, ServiceNow, Salesforce Service Cloud experience required) 
• Strong Communication. Outstanding verbal and written communication skills. Clear, empathetic communicator able to balance rapport and problem solving. You are confident in communicating through phone and email.
• Problem solving. Use creative and critical thinking strategies to provide a great member experience using the foundations provided through our current protocols and processes.
• Confidentiality. You act with discretion and can be trusted to handle confidential information appropriately.
• Learner mindset. You’re highly self-directed, adaptable, and up for feedback in a fast paced, always changing environment.
• Personable. You love engaging with and talking to members.
• Accountable. You see the value in both giving and receiving constructive feedback and you often seek new opportunities to improve and develop your skills.
• You are interested in a career in support, healthcare and technology.
• Adaptable. Be able to quickly shift and adjust course as needed with an ever changing environment.

Requirements

• Available to work {insert # hours} shifts between 5am-6pm PST/8am-9pm EST/7am-8pm CST
• Agreeable to employment with hours that fluctuate between 25-40 per week
• Confident in answering  phone calls as scheduled 
• Must be available for 40 hours/week during first couple weeks for training
• Must be available to work company holidays  
• Private workspace where nobody else can view or hear interactions with members

Benefits:

• Competitive salary with generous annual cash bonus
• Remote first work from home culture
• Monthly Internet/Phone stipend
• Lifestyle Spending Account (LSA)
• Two giftable Omada enrollments per calendar year
• ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Cultivate Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together. 
• Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.
  
  

About Omada Health: Omada Health delivers integrated, virtual care across chronic conditions, a top clinical need for employers and health plans. By combining clinical best practices with the science of behavior change, Omada Health improves member health and reduces the cost of care. Working with over 1,700+ customers — including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s across a wide variety of industries — Omada delivers personalized interventions for diabetes, diabetes prevention, hypertension, and musculoskeletal issues. All programs include integrated behavioral health support. Omada Health’s virtual care programs are clinically supported and evidence-based, with results published in multiple peer-reviewed journals. To learn more, visit www.omadahealth.com.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Summary of compensation range for this role: $16.67/hr - $19.50/hr

This role is also eligible for participation in annual cash bonus. The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.

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