Remote Member Support Agent Job in United States Omada Health

Who you are

• 2 years of front-facing or remote customer service experience preferably in health or tech
• Strong phone resolution and technical skills with the ability to navigate multiple systems at once
• Outstanding verbal and written communication skills; clear and empathetic communicator
• Experience with industry metrics of Quality CSAT and Productivity
• Experience with iOS Mac Slack and Google Suites preferred; familiarity with Zendesk or similar tools
• Proven track record of exceeding expectations high performer
• Ability to solve problems creatively and critically using set protocols and processes
• Act with discretion when handling confidential information
• Highly self-directed adaptable and receptive to feedback in a fast-paced environment
• Personable and enjoys building relationships with members
• Accountable and open to giving and receiving constructive feedback
• Process-oriented always looking to improve team efficiency
• Proactive and anticipates team needs

Desirables

• Team collaboration
• Familiarity with Zendesk
• Positive attitude
• Calm demeanor

What the job involves

• Evaluate and reply to phone calls and emails from members and prospective applicants about program-related questions such as how to use the mobile and web apps linked devices insurance coverage billing application status and all other program features
• Provide exceptional member experience with a commitment to quality care and meaningful interactions
• Manual processes including matching coverage to applicants during the application process
• Process applications accurately and in a timely manner
• Increase member satisfaction by meeting and exceeding support key performance indicators
• Collaborate with peers and cross-functional teams to improve Member Support processes
• Handle sensitive member information with discretion and confidentiality
• Work on special short-term projects to offer customized support for new products or enhancements
• Develop and maintain knowledge of our products processes and systems