88 applicants

Company

Omada Health · 7 hours ago

Member Support Agent

Remote, USA

Full-time

Remote

Entry Level

$16.67/hr - $19.50/hr

2+ years exp

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Health CareMedical

Culture & Values

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Responsibilities

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 aptitude and knowledge of our products, processes and systems

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Phone ResolutionIOS ExperienceMac ExperienceNavigating Multiple SystemsSlackGoogle SuiteZendeskHelpScoutServiceNowSalesforce Service CloudLearner MindsetPersonableAccountable

Required

2 years of front facing customer service or 2 years in remote customer service related work; preferably in a health or tech industry.

High performer with a proven track record of exceeding expectations (can be proven via work related awards, etc). Familiar with industry recognized metrics: Quality, CSAT, and Productivity.

Technical skills: 1-2 years of experience with iOS and Mac, experience navigating 3-4 systems at once, familiarity with Slack and Google Suites. Zendesk experience required (HelpScout, ServiceNow, Salesforce Service Cloud experience required).

Outstanding verbal and written communication skills. Clear, empathetic communicator able to balance rapport and problem solving. You are confident in communicating through phone and email.

Use creative and critical thinking strategies to provide a great member experience using the foundations provided through our current protocols and processes.

You act with discretion and can be trusted to handle confidential information appropriately.

You’re highly self-directed, adaptable, and up for feedback in a fast paced, always changing environment.

You love engaging with and talking to members.

You see the value in both giving and receiving constructive feedback and you often seek new opportunities to improve and develop your skills.

You are interested in a career in support, healthcare and technology.

Be able to quickly shift and adjust course as needed with an ever changing environment.

Available to work shifts between 5am-6pm PST/8am-9pm EST/7am-8pm CST.

Agreeable to employment with hours that fluctuate between 25-40 per week.

Confident in answering phone calls as scheduled.

Must be available for 40 hours/week during first couple weeks for training.

Must be available to work company holidays.

Private workspace where nobody else can view or hear interactions with members.