Join Omada Health: Revolutionizing Healthcare Through Compassionate Support
Omada Health is on a groundbreaking mission to inspire and engage people in lifelong health, one step at a time. As a pioneer in the digital health industry, Omada Health is committed to delivering integrated, virtual care across chronic conditions. By merging clinical best practices with the science of behavior change, Omada Health improves member health and reduces healthcare costs. We're seeking a dedicated and empathetic Remote Member Support Agent to join our team, providing top-notch support to our members and helping them navigate our programs.
Job Overview: Shaping the Member Experience
As a Remote Member Support Agent at Omada Health, you will be the primary point of contact for members and prospective applicants, addressing their queries and concerns regarding our programs. Your role will involve handling a high volume of phone inquiries and emails, processing manual applications, and providing an exceptional member experience. You will be an integral part of our team, working collaboratively to ensure seamless support and care for our members.
Key Responsibilities: Delivering Exceptional Support
- Communicate effectively with members via phone and email, embodying Omada Health's mission and values.
- Process applications accurately and efficiently, adhering to company protocols.
- Troubleshoot issues and provide timely resolutions, ensuring a smooth member experience.
- Meet and exceed support key performance indicators, driving overall member satisfaction.
- Work autonomously, prioritizing tasks and managing time effectively.
- Maintain confidentiality and handle sensitive information with discretion.
- Develop and maintain in-depth knowledge of Omada Health's products, processes, and systems.
Essential Qualifications: The Ideal Candidate
To excel in this role, you should possess:
- 2+ years of front-facing customer service experience, preferably in the health or tech industry.
- A proven track record of exceeding expectations, demonstrated through work-related awards or metrics such as Quality, CSAT, and Productivity.
- Technical skills, including experience with iOS and Mac, navigating multiple systems (3-4), and familiarity with Slack and Google Suites.
- Experience with customer support platforms like Zendesk, HelpScout, ServiceNow, or Salesforce Service Cloud.
- Outstanding verbal and written communication skills, with the ability to balance rapport and problem-solving.
- A learner mindset, with a willingness to adapt to changing environments and feedback.
Preferred Qualifications: Enhancing Your Application
While not mandatory, the following qualifications can enhance your application:
- 1-2 years of experience with iOS and Mac.
- Familiarity with Zendesk.
- Experience working in a remote customer service environment.
Skills and Competencies: The Omada Health Way
To succeed in this role, you'll need to demonstrate:
- Problem-solving skills, using creative and critical thinking strategies.
- Confidentiality, handling sensitive information with discretion.
- A personable approach, engaging with members and providing empathetic support.
- Accountability, seeking opportunities to improve and develop your skills.
- Adaptability, adjusting to changing environments and priorities.
Career Growth Opportunities: Growing with Omada Health
At Omada Health, we're committed to the growth and development of our team members. As a Remote Member Support Agent, you'll have opportunities to:
- Develop your skills and expertise in a dynamic and supportive environment.
- Take on new challenges and responsibilities, driving your career forward.
- Collaborate with cross-functional teams, expanding your knowledge and network.
Work Environment and Company Culture: Embracing Remote Work
Omada Health is a remote-first organization, offering a flexible and inclusive work environment. As a Remote Member Support Agent, you'll enjoy:
- A competitive salary with generous annual cash bonus.
- A remote work setup, with a monthly Internet/Phone stipend.
- Generous vacation time to rest, recharge, and connect with loved ones.
- A Lifestyle Spending Account (LSA) to support your well-being.
- Two giftable Omada enrollments per calendar year.
Compensation and Benefits: A Comprehensive Package
Omada Health offers a comprehensive compensation and benefits package, including:
- A competitive hourly rate ($16.67-$19.50).
- Annual cash bonus opportunities.
- A range of benefits, including vacation time, Lifestyle Spending Account, and more.
Our Values: Guiding Principles
At Omada Health, we're guided by our core values:
- Cultivate Trust: We listen closely and operate with kindness.
- Seek Context: We ask to understand and build connections.
- Act Boldly: We innovate daily to solve problems and improve processes.
- Deliver Results: We reward impact above output.
- Succeed Together: We prioritize Omada Health's progress above team or individual.
- Remember Why We're Here: We're driven by our mission to transform lives.
About Omada Health: Transforming Healthcare
Omada Health is a leading provider of integrated, virtual care across chronic conditions. Our programs are clinically supported and evidence-based, with results published in multiple peer-reviewed journals. We're committed to delivering personalized interventions for diabetes, diabetes prevention, hypertension, and musculoskeletal issues, improving member health and reducing healthcare costs.
Diversity and Inclusion: Celebrating Differences
Omada Health is an equal opportunity workplace and affirmative action employer. We're committed to building an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions.
Join Our Team: Make a Meaningful Impact
If you're passionate about delivering exceptional customer experience and transforming lives, we invite you to join our team as a Remote Member Support Agent. Apply now and take the first step towards a rewarding new role.
Summary of compensation range for this role: $16.67/hr - $19.50/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.
Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
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