Member Navigation Associate, Omada Health

• This role is a perfect fit for someone who has delivered concierge-like service, is passionate about understanding and meeting our members’ needs, has expert-level technical troubleshooting and problem-solving skills, can quickly understand and follow documented processes, and can adhere to a daily schedule of tasks, has aptitude to learn and navigate multiple systems, and thrives in a rigorously measured environment
• You work with a sense of urgency and thrive in a structured, process-driven environment, can be present and collaborative in a remote environment, and love helping members
• You enjoy interacting with members via phone
• You transform difficult interactions into delightful experiences
• You resonate with Omada’s mission to inspire and nurture lifelong health one day at a time and translate that into empathetic service
• Minimum 1 year of front line customer service or minimum 1 year in remote customer service related work; preferably in a health or tech industry
• High performer with a proven track record of exceeding performance metric targets such as , CSAT, quality and efficiency
• Technical skills: Preferred 1-2 years of experience with iOS or Android MacOS, Slack and Google Suite. Zendesk experience preferred (CRM system experience with systems such as HelpScout, ServiceNow, Salesforce Service Cloud experience required)
• Strong Communication. Outstanding verbal and written communication skills. Clear, empathetic communicator that quickly builds rapport while problem solving. You are confident in communicating verbally by phone and are an exceptional email writer
• Problem solving. Use critical thinking strategies to provide a great member experience using the foundations provided through our current protocols and processes
• Troubleshooting. You listen to a problem description and quickly identify a root cause and solution
• Confidentiality. You handle confidential information according to policy
• Learner mindset. You’re highly self-directed, adaptable, and are open to feedback
• Personable. You love engaging with and talking to members
• Accountable. You and receive constructive feedback and you often seek new opportunities to improve and develop your skills
• You are passionate about a career in support, healthcare and technology
• Adaptable. 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
• Requires heavy phone support/usage
• Confident in answering phone calls as scheduled
• Agreeable to employment in shifts that fluctuate between 25-40 per week with benefits
• Shifts will be determined by business needs. We will try our best to match a shift with your needs but your assigned shift may not fully align with your request
• When needed, must be available to work weekends and holidays (typically mandated only if/when we do not get enough volunteers)
• May be assigned up to 5 mandatory overtime hours per week during high demand periods
• Must be available for 40 hours/week during first four weeks for training
• Private workspace where member confidentiality can be maintained (nobody else can view or hear interactions with members)

Desirable

• Our team is committed to creating exceptional member experiences to the members we support and creating exceptional employee experiences by practicing psychological safety, cultivating trust and communicating openly and freely Our goal is to accomplish Omada’s mission: inspire and nurture lifelong health one step at a time
• Achieve KPIs including, but not limited to, phone SLA, first-reply SLA, adherence to schedule, at-work utilization, customer satisfaction, and quality assurance
• Create concierge-like experiences by anticipating members’ needs at the first call in a high volume, fast pace environment
• Inspire members to enroll and engage in Omada
• Adhere to an assigned schedule and switch between email and phone assignments based on demand
• Troubleshoot and resolve complex issues
• Work autonomously, manage meeting attendance, prioritize work in partnership with your supervisor
• Protect member information by adhering to company policies on PHI handling
• Become an expert in Omada’s GLP-1 products, processes and systems
• Demonstrate peer leadership working under pressure to solve issues expeditiously
• Problem solve complex issues for both B2C (members) and B2B (customers/buyers)