Join Omada Health's Mission to Revolutionize Healthcare
Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time. We're seeking a highly skilled and dedicated Member Support Agent to join our team on a part-time basis (16-24 hours/week). As a remote company, this role offers the flexibility to work from anywhere while being part of a dynamic team that's changing the face of healthcare.
About the Role
As a Member Support Agent, you will be the primary point of contact for our members and prospective applicants, providing exceptional support and resolving queries related to our programs. Your expertise will ensure a seamless experience for our members, from navigating our mobile and web apps to understanding insurance coverage and billing. This role is perfect for individuals who thrive in a fast-paced, dynamic environment and are passionate about delivering world-class customer service.
Key Responsibilities
- Communicate effectively with members via phone and email, providing timely and accurate resolutions to their queries.
- Process manual applications with attention to detail, ensuring accurate matching of coverage to applicants.
- Troubleshoot issues and go above and beyond to deliver exceptional member experiences, embodying Omada Health's mission and values.
- Meet and exceed support key performance indicators, driving overall member satisfaction.
- Work autonomously, adhering to schedules and prioritizing tasks effectively.
- Protect member information by adhering to company policies on PHI handling.
- Develop and maintain in-depth knowledge of Omada Health's products, processes, and systems.
Essential Qualifications
To succeed in this role, you should have:
- 2 years of front-facing customer service experience, preferably in the health or tech industry.
- A proven track record of exceeding expectations, demonstrated through work-related awards or metrics such as Quality, CSAT, and Productivity.
- Technical skills, including experience with iOS and Mac, navigating multiple systems (3-4) simultaneously, and familiarity with Slack and Google Suites.
- Experience with customer service software such as Zendesk, HelpScout, ServiceNow, or Salesforce Service Cloud.
- Outstanding verbal and written communication skills, with the ability to balance rapport and problem-solving.
Preferred Qualifications
While not essential, the following qualifications will make you a more competitive candidate:
- 1-2 years of experience with iOS and Mac.
- Familiarity with Zendesk.
- Experience working in a remote customer service environment.
Skills and Competencies
To excel in this role, you'll need:
- Strong problem-solving skills, using creative and critical thinking strategies to provide great member experiences.
- A learner mindset, being highly self-directed, adaptable, and open to feedback in a fast-paced environment.
- Excellent communication skills, with the ability to communicate clearly and empathetically via phone and email.
- A personable and engaging demeanor, with a passion for helping members.
- Accountability, with a willingness to give and receive constructive feedback and seek opportunities for growth and development.
Career Growth Opportunities
At Omada Health, we're committed to helping our team members grow and develop their skills. As a Member Support Agent, you'll have opportunities to:
- Develop your knowledge of our products, processes, and systems.
- Improve your customer service skills, with a focus on delivering exceptional member experiences.
- Take on additional responsibilities, with opportunities for career advancement within the company.
Work Environment and Company Culture
Omada Health is a remote-first company, offering the flexibility to work from anywhere. Our culture is built on the following 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 upfront 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 and taking pride in our work.
- Succeed Together: We prioritize Omada Health'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 healthcare because we know the destination is worth it.
Compensation and Benefits
We offer a competitive salary range of $16.67-$19.50 per hour, along with a generous annual cash bonus. Our benefits package includes:
- A remote-first work-from-home culture.
- A monthly internet/phone stipend.
- A Lifestyle Spending Account (LSA).
- Two giftable Omada enrollments per calendar year.
- And more!
Requirements
To be considered for this role, you must:
- Be available to work between 5am-6pm PST/8am-9pm EST/7am-8pm CST.
- Be willing to work fluctuating hours between 16-24 per week.
- Be confident in answering phone calls as scheduled.
- Be available for 40 hours/week during the first couple of weeks for training.
- Be available to work company holidays.
- Have a private workspace where you can work without distractions or interruptions.
Why Join Omada Health?
At Omada Health, we're passionate about changing the face of healthcare. We're committed to delivering integrated, virtual care across chronic conditions, improving member health and reducing the cost of care. By joining our team, you'll be part of a dynamic and innovative company that's making a real difference in people's lives.
If you're a motivated and dedicated individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our team and be part of a company that's revolutionizing healthcare.
Ready to Apply? If you're ready to take the next step in your career and join a company that's making a real impact, please click the link to apply.
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