Remote Member Support Agent

Summary

Join Omada Health as a Member Support Agent to provide exceptional member experiences through phone calls and emails, while adhering to company mission and values. This role requires strong customer service skills, ability to navigate multiple systems, and a commitment to quality care.

Requirements

• 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
• 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

Responsibilities

• 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

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