Member Support Agent (Part-Time)

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

Job overview

Member Support Agents evaluate and reply to phone calls and emails from current members and prospective applicants about any program-related questions, including but not limited to the following inquiries: how to use the mobile and web apps, linked devices, insurance coverage, billing, application status, and all other program features. Agents operate manual processes that can include matching coverage to applicants during the manual application process. While all agents are trained on both phone and email ticket handling, this role is expected to be predominately phone-based.

Omada Agents strive to 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 interested in growing a career in operations show an interest in working towards operational goals, strive for excellence in their performance metrics, volunteer to assist with initiatives, and actively seek feedback as a method to grow and develop.

About you:

If you enjoy providing stellar customer service, have strong phone resolution and technical 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 revel in the ambiguity of a rapidly evolving start-up atmosphere, 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 be adaptable and resilient when reviewing schedules, with the ability to switch between queue and phone tasks based on daily 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, continuous learning, …