Member Support Agent - Part Time

Omada Health

116d • $16 - $19

About The Position

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.

Requirements

• 2 years of front facing customer service or 2 years in remote customer service related work; preferably in a contact center, health and/or tech industry.
• High performer with a proven track record of exceeding expectations.
• Familiar with industry recognized metrics: Quality, CSAT, Schedule Adherence, and Productivity.
• 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).
• Outstanding verbal and written communication skills.
• Use creative and critical thinking strategies to provide a great member experience.
• Act with discretion and can be trusted to handle confidential information appropriately.
• Highly self-directed, adaptable, and up for feedback in a fast paced, always changing environment.
• Engage with and talk to members.
• See the value in both giving and receiving constructive feedback.

Nice To Haves

• Interest in a career in support, healthcare and technology.
• Ability to quickly shift and adjust course as needed with an ever changing environment.

Responsibilities

• Communicate and provide exceptional support to members over a high volume of incoming phone inquiries and emails.
• Adhere to an assigned schedule, with the ability to switch between email and phone tasks based on business needs.
• Process applications with accuracy and 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
• Generous vacation to help you rest, recharge, and connect with loved ones
• Monthly Internet/Phone stipend
• Lifestyle Spending Account (LSA)

What This Job Offers

• Job Type: Part-time
• Number of Employees: 501-1,000 employees