Member Support Agent - Part Time

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Part TimeJob Type

UnknownVisa

Digital HealthIndustries

Requirements

Candidates should have 2 years of front-facing or remote customer service experience, preferably in a contact center, health, or tech industry. A proven track record of exceeding expectations and familiarity with industry metrics like Quality, CSAT, Schedule Adherence, and Productivity are required. Preferred technical skills include 1-2 years of experience with iOS and Mac, navigating 3-4 systems simultaneously, familiarity with Slack and Google Suites, and experience with Zendesk, HelpScout, ServiceNow, or Salesforce Service Cloud. Strong communication, problem-solving abilities, and the capacity to handle difficult interactions with a positive attitude are essential.

Responsibilities

Member Support Agents will answer phone calls and emails regarding program-related questions, including app usage, linked devices, insurance, billing, and program features. They will also process manual applications to match coverage for applicants. Agents are expected to provide exceptional member experiences, solve issues, and go above and beyond to ensure member satisfaction. This role requires adhering to assigned schedules, switching between phone and email tasks as needed, processing applications accurately and promptly, and protecting member information by following company policies on PHI handling. Agents must develop and maintain knowledge of products, processes, and systems, while working autonomously and prioritizing tasks effectively.

Skills

Customer Service

Phone Support

Email Support

Troubleshooting

Multi-tasking

Communication

Collaboration

Problem-Solving

Attention to Detail

Omada Health

Virtual care for chronic condition management

About Omada Health

Omada Health provides virtual care programs aimed at helping individuals with chronic conditions improve their health over the long term. Their approach combines clinical protocols with behavioral science to create personalized interventions for issues like diabetes prevention, weight management, hypertension, and musculoskeletal problems. The programs are evidence-based and have shown positive results in peer-reviewed studies. What sets Omada apart from competitors is their focus on creating engaging programs that encourage participants to stick with them, leading to reduced healthcare costs and improved health outcomes. The goal of Omada Health is to leverage technology and human care teams to support members in achieving lasting health behavior changes.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$436.3MTotal Funding

DEBTCompany Stage

HealthcareIndustries

501-1,000Employees

Benefits

Remote first - Join Omada from anywhere in the US. No matter where you’re located, we budget for travel so your team can come together.

Flexible vacation - Invest in yourself and your loved ones with flexible time away and monthly wellness days.

Parental leave - We support all new parents with competitive leave policies and flexible schedules upon return.

Omada program - Join our best-in-class program to reach your health goals, and invite a loved one to join you too.

Meeting-free days - Every Wednesday afternoon, we observe company-wide focus time with nothing on the calendar.

Resources to thrive - Invest in inclusion with resource groups, equity training, and a cross-functional team dedicated to belonging.

Risks

Amazon's entry into digital health could challenge Omada's market share.

High costs of GLP-1 medications may limit Omada's program adoption.

Reliance on partnerships with large employers poses a risk if they switch providers.

Differentiation

Omada Health is the largest CDC-recognized provider of the National Diabetes Prevention Program.

Omada combines health coaching, connected devices, and data for personalized health interventions.

Omada's programs are clinically supported and published in multiple peer-reviewed journals.

Upsides

Omada's IPO planned for 2025 could provide significant capital for expansion.

Partnerships with major employers like Costco enhance Omada's market reach.

Omada's integration of GLP-1s with behavior change programs shows promising health outcomes.

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