Member Support Agent - 16-24 hrs/wk

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.  

Job overview

Member Support Agents answer phone calls and reply to emails from members and prospective applicants about program-related questions, including but not limited to: how to use the mobile and web apps, linked devices, insurance coverage, billing, application status, and all other program features. Agents match coverage to applicants by processing manual applications. While all agents are trained on both phone and email ticket handling, this role is expected to be predominately phone-based. Omada Agents 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 who strive for excellence in their performance metrics and actively seek feedback as a method to grow and develop will be successful in this role. This position is scheduled with weekly hours that can range from 16 to 24.

About you:

If you enjoy providing stellar customer service, have strong phone resolution and troubleshooting 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 reveling in following established processes, 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 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 …