Member Support Agent (Part-time) (Spanish Fluent)

Omada Health

Atlanta, GA, US
  • Job Type: Part-Time
  • Function: Technical/Customer Support
  • Post Date: 04/02/2021
  • Website: omadahealth.com
  • Company Address: 500 Sansome St Suite 200, San Francisco, CA, 94111

About Omada Health

We are a digital care program that empowers people to achieve their health goals through sustainable lifestyle change. We're on a quest to inspire and engage people in lifelong health, one step at a time.

Job Description

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.  

Job overview

Member Support Agents resolve issues and answer questions from our members about the Omada program and app via email and phone. Omada Agents are excited about educating people about how the Omada program works, and are ready to help members troubleshoot through any barriers, ensuring quick resolve and a positive experience. Agents aren’t afraid to ask questions, and are eager to learn about new product features and updates to better assist our members. Agents looking to grow their career in operations will express interest in Member Support processes, how we work, identify ways we can improve and drive those ideas to completion. Member Support Agents thrive working in a team, and are always willing to help, both members and team mates.

About you:

You’ll love this role if you are passionate about working on a team, providing stellar service experiences, able to nurture collaboration, hungry to learn the nuances of our digital health business, and enthusiastic about the ambiguity of a constantly changing start-up environment. Our team’s mission is to delight those we help and resolve problems quickly, accurately, and with empathy. We strive to deliver a seamless Omada experience to our members.

Your impact:

  • Serve our bi-lingual members - communicate with our members both over the phone, and in writing, in English and Spanish
  • Communicate and provide support to members over chat, email, and phone in a way that embodies the company mission and values
  • Process applications with accuracy and with attention to detail in a considerate and timely manner
  • Go above and beyond to provide world class member experiences resolving member’s inquiries and overall put our members first
  • Increase overall member satisfaction by meeting and exceeding support metrics and service levels
  • Be empowered to work autonomously, continuously learning, and are expected to adhere to meeting schedules, times, and prioritize accordingly
  • Act with discretion and confidentiality when handling member information
  • Develop and maintain an aptitude and knowledge of our products, processes and systems
  • Work in close partnership with peers and cross-functional teams to improve Member Support processes
  • Periodically work on special short-term projects to offer customized support for new products or enhancements
  • Adaptability - Be able to quickly shift and adjust course as needed with an ever changing environment

You will be successful in this role if you have:

  • Experience on a growing support team at a startup or in the health industry
  • 6 months to 1 year of customer service or call center experience
  • The desire to serve participants by providing a kind, caring, and thorough service experience
  • A positive and calming presence, as you prioritize and progress in a quick-paced environment
  • A love for process and efficiency, and a drive to improve process through problem analysis, testing, iteration and validation
  • Resourcefulness, flexibility, and diligence to solve any issues that arise
  • A “yes and”, ready-to-serve commitment to our team and participants
  • Passion for a career in Operations and for Omada Health’s mission

You will love this job if this describes you:

  • You are first to tackle toughest support cases, enjoying the challenge of solving new issues well
  • You mindfully manage your stress levels, focus on what matters most in managing your time, and maintain a positive, calm presence within a startup environment

Requirements:

  • Availability 8am - 6pm EST
  • Bilingual, in writing and speaking, in English and Spanish
  • Must be available during the holiday season 
  • Must be available January through March (no extended vacation)
  • Must be available for 40 hours during first week for training
  • Must be able to commute to the office should we return to work in-office
  • Must be able to commit to working some holidays

Rate

  • $17/hour
  • 16+ hours per week
  • This is a non-benefit role

About Omada Health:

Omada is a digital care program that empowers people to achieve their health goals through sustainable lifestyle change. Working primarily through health plans, employers, and integrated health systems, the company delivers personalized interventions for individuals at risk for, or dealing with, type 2 diabetes and hypertension, as well as anxiety and depression. Combining data-powered human coaching, connected devices, a proprietary technology platform, and curriculum tailored to an individual's specific conditions and circumstances, Omada has enrolled more than 400,000 participants to date. Omada partners include Cigna, Kaiser Permanente, Blue Cross Blue Shield Minnesota, and other leading health plans.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.