Experienced Member Support Agent – Delivering Exceptional Customer Experience in a Dynamic Remote Environment 16-24 Hours per Week

Introduction to Omada Health Omada Health is a pioneering force in the digital health industry, driven by a mission to inspire and engage people in lifelong health, one step at a time. By combining clinical best practices with the science of behavior change, Omada Health improves member health and reduces the cost of care. With a strong commitment to delivering world-class service, Omada Health is seeking a highly skilled and dedicated Member Support Agent to join its team. As a Member Support Agent, you will play a vital role in providing exceptional support to members, addressing their queries, and ensuring a seamless experience with Omada's programs and services. Job Overview In this dynamic role, you will be responsible for answering phone calls and replying to emails from members and prospective applicants, providing timely and effective solutions to their program-related questions. Your expertise will span across various aspects, including how to use mobile and web apps, linked devices, insurance coverage, billing, application status, and all other program features. As a key member of the support team, you will be expected to match coverage to applicants by processing manual applications, ensuring accuracy and attention to detail in a timely manner. Key Responsibilities: Communicate and provide exceptional support to members over a high volume of incoming phone inquiries and emails, embodying the company's mission and values. Adhere to an assigned schedule, with the ability to switch between email and phone tasks based on business needs, ensuring flexibility and adaptability. Process applications with accuracy and attention to detail in a timely manner, meeting the required standards of quality and efficiency. Solve issues and go above and beyond to provide world-class member experiences, demonstrating a commitment to excellence and customer satisfaction. Increase overall member satisfaction by meeting and exceeding support key performance indicators, contributing to the company's goal of delivering exceptional service. Work autonomously, adhering to meeting schedules, times, and prioritizing accordingly, while maintaining a high level of productivity and organization. Protect member information by adhering to company policies on PHI handling, ensuring confidentiality and security. Develop and maintain an aptitude and knowledge of Omada's products, processes, and systems, staying up-to-date with the latest developments and advancements. About You To excel in this role, you should have a passion for delivering stellar customer service, with strong phone resolution and troubleshooting skills. You should be comfortable navigating multiple systems (4-5) at one time, communicating proactively, consistently, and clearly. As a team player, you should enjoy working collaboratively, delivering excellent customer service, nurturing cooperation, and learning the intricacies of how a digital health company operates. If you thrive in a structured, process-driven environment, can be present and collaborative in a remote environment, and love helping members, this could be the ideal opportunity for you. Essential Qualifications: 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, 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 skills, with outstanding verbal and written communication skills, clear, empathetic communicator able to balance rapport and problem-solving. Problem-solving skills, using creative and critical thinking strategies to provide a great member experience, using the foundations provided through Omada's current protocols and processes. Confidentiality, acting with discretion and being trusted to handle confidential information appropriately. Learner mindset, being highly self-directed, adaptable, and up for feedback in a fast-paced, always-changing environment. Personable, loving to engage with and talk to members, with a strong desire to build meaningful relationships. Accountable, seeing the value in both giving and receiving constructive feedback, and often seeking new opportunities to improve and develop skills. Career Growth Opportunities and Learning Benefits At Omada Health, we are committed to the growth and development of our team members. As a Member Support Agent, you will have access to comprehensive training programs, designed to enhance your skills and knowledge in customer service, technical support, and digital health. You will also have opportunities to participate in cross-functional projects, collaborate with other teams, and contribute to the development of new initiatives and programs. With a strong focus on innovation and excellence, Omada Health offers a dynamic and supportive environment, where you can thrive, learn, and grow, both personally and professionally. Work Environment and Company Culture Omada Health is proud to be an equal opportunity workplace and affirmative action employer, 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. Our company culture is built on a foundation of trust, respect, and open communication, with a strong emphasis on teamwork, collaboration, and mutual support. We strive to create an inclusive and diverse environment, where everyone feels valued, respected, and empowered to contribute their best work. Our Values: Cultivate Trust: We listen closely and operate with kindness, providing respectful and candid feedback to each other. Seek Context: We ask to understand and build connections, doing 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, setting a high bar, not being afraid to fail, and taking pride in our work. Succeed Together: We prioritize Omada's progress above team or individual, having fun as we get stuff done, and celebrating together. Remember Why We're Here: We push through the challenges of changing health care because we know the destination is worth it. Compensation, Perks, and Benefits As a Member Support Agent at Omada Health, you will be offered a competitive salary, with a range of $16.67/hr - $19.50/hr, depending on your experience and qualifications. You will also be eligible for participation in an annual cash bonus, with the actual offer determined based on multiple factors, such as your skills and experience, and other business considerations. In addition to your salary and bonus, you will receive a range of benefits, including: Generous vacation time to help you rest, recharge, and connect with loved ones. Monthly Internet/Phone stipend to support your remote work setup. Lifestyle Spending Account (LSA) to help you manage your work-life balance. Two giftable Omada enrollments per calendar year, allowing you to share the benefits of Omada's programs with your friends and family. Access to comprehensive training programs, designed to enhance your skills and knowledge in customer service, technical support, and digital health. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Member Support Agent at Omada Health, you will be part of a dynamic and supportive team, dedicated to making a positive impact on the lives of our members. With a commitment to innovation, excellence, and customer satisfaction, Omada Health offers a unique and rewarding work environment, where you can grow, learn, and thrive. Don't miss out on this opportunity to join our team and contribute to our mission of inspiring and engaging people in lifelong health. Apply now and take the first step towards an exciting and fulfilling career with Omada Health! Apply for this job