The Role

Member Support Agents evaluate and reply to phone calls and emails from current members and prospective applicants about any program-related questions, including but not limited to the following inquiries: how to use the mobile and web apps, linked devices, insurance coverage, billing, application status, and all other program features. Agents operate manual processes that can include matching coverage to applicants during the manual application process. While all agents are trained on both phone and email ticket handling, this role is expected to be predominately phone-based.

Omada Agents strive to 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 interested in growing a career in operations show an interest in working towards operational goals, strive for excellence in their performance metrics, volunteer to assist with initiatives, and actively seek feedback as a method to grow and develop.

About you: If you enjoy providing stellar customer service, have strong phone resolution and technical 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 revel in the ambiguity of a rapidly evolving start-up atmosphere, 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 be adaptable and resilient when reviewing schedules, with the ability to switch between queue and phone tasks based on daily 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, continuous learning, and adhere to meeting schedules, times, and prioritize accordingly
• Act with discretion and confidentiality when handling member information
• Develop and maintain an aptitude and knowledge of our products, processes and systems
• Work in close partnership with peers and cross-functional teams to improve Member Support processes
• May work on special short-term projects to offer customized support for new products or enhancements as assigned by supervisor

You will love this job if:

• You are the first to take on the wide variety of support situations, demonstrate agility and embrace change, desire to foster positive collaboration in a remote environment, and relish the challenge of resolving new problems.
• You manage through adversity effectively, follow documented protocols easily, and focus on efficiency with a positive attitude and calm, pleasant demeanor.

Qualifications

• 2 years of front facing customer service or 2 years in a remote customer service related work; preferably in a health or tech industry.
• High performers with a proven track record of exceeding expectations (can be proven via work related awards, etc) Familiarity with industry recognized metrics of Quality, CSAT, and Productivity 
• Technological 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 expected 
• Strong Communication. Outstanding verbal and written communication skills. Clear, empathetic communicator able to balance rapport and problem solving. You are comfortable 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 meeting members and enjoy building relationships.
• Accountable. You see the value in both giving and receiving constructive feedback and you often seek new opportunities to improve and develop your skills.
• Process oriented. Always thinking of how you can improve processes to make the team even more efficient.
• Proactive. You’re always anticipating what might come next and how to better support the team.
• 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

• Availability from 5am to 6pm PST/8am-9pm EST
• Available to work 16-24 hours/week
• Commitment to taking phone calls when scheduled 
• Must be available for 40 hours/week during first couple weeks for training
• Must be available to work shifts around company holidays  
• Must work some company holidays
• Dedicated and private workspace

The Company

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.