Member Support Agent

Posted Apr 17

Job overview

This is a part-time non-benefited position that will be scheduled to work 16-24 hours per week. Please read full job description for additional details.

California, New York State, Washington State and Colorado base compensation range: $16.54/hr - $20.67/hr

Member Support Agents respond to emails and phone calls from members with concerns and queries concerning the Omada program and app. Omada Agents are enthusiastic about educating people about the Omada program and are ready to assist members in overcoming any obstacles, assuring a rapid resolution and a great experience. Agents aren't hesitant to ask questions, and they're excited to learn about new product features and changes so they can better serve our members. Agents interested in advancing their careers in operations will show an interest in Member Support procedures, how we function, and how we can improve things. Member Support Agents like working as part of a team and are always eager to assist members and teammates.

About you:

If you enjoy working as part of a team, delivering excellent customer service, nurturing cooperation, learning the intricacies of our digital health company, and reveling in the uncertainty of a rapidly evolving start-up atmosphere, this is the career for you. Our team's objective is to pleasure people we assist by swiftly, correctly, and empathically resolving difficulties. Our goal is to provide our members with a smooth Omada experience.

Your impact:

Communicate and provide support to members over chat, email, and phone in a way that embodies the company mission and values
Process applications with accuracy and with attention to detail in a considerate and timely manner
Go above and beyond to provide world class member experiences resolving member’s inquiries and overall put our members first
Increase overall member satisfaction by meeting and exceeding support metrics and service levels
Be empowered to work autonomously, continuously learning, and are expected to 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
Periodically work on special short-term projects to offer customized support for new products or enhancements

You will love this job if you:

You are the first to take on the most difficult support situations, relishing the challenge of resolving new problems.
Within a startup atmosphere, you carefully control your stress levels, focus on what matters most in time management, and keep a pleasant, calm demeanor.

Bonus points for:

Experience on a growing support team at a startup or in the healthy industry
6 months to 1 year of customer service or call center experience
Communication. Outstanding verbal and written communication skills. Clear, empathetic communicator able to balance rapport and problem solving. You are comfortable communicating through email, phone, and application.
Problem solving. Use creative and critical thinking strategies to provide a great member experience.
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
Adaptability - 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 weekly
Must be available for 40 hours during first couple weeks for training
Must be available during the holiday season
Must be able to commit to working some holidays
Dedicated and private workspace

Benefits:

Competitive salary with generous annual cash bonus
Remote first work from home culture
Competitive vacation to help you rest, recharge, and connect with loved ones
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!

Start with 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 is a virtual-first chronic care provider that nurtures lifelong health, one day at a time. Our care teams implement clinically-validated behavior change protocols for individuals with prediabetes, diabetes, hypertension, and musculoskeletal issues for consistent improvements that stack up.

With more than a decade of experience and data, and 24 peer-reviewed publications that showcase our clinical and economic results, we improve health outcomes and help contain healthcare costs.

Our scope exceeds 1,800 customers, including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s.

Omada is the first virtual provider to join the Institute for Healthcare Improvement’s Leadership Alliance, reflecting our aim to complement primary care providers for the benefit of our members, and affirming our guarantee to every partner: Omada works different.

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.

Below is a summary of salary ranges for this role in the following geographies:

California, New York State, Colorado and Washington State Base Compensation Ranges: $16.54/hr - $20.67/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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