Member Navigation Associate

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

Job overview

Member Navigation Associates answer phone calls and reply to emails from members and customers about program-related questions, including but not limited to: GLP-1 coverage status, how to use the mobile and web apps, linked devices, insurance coverage, billing, application status, and all other program features. The Member Navigator role is expected to predominantly interact with members via phone. Member Navigators work in partnership with health coaches, clinical specialists and partner customer service organizations to deliver a concierge-like member experience and anticipate members' needs when solving issues. Member Navigators embrace collaboration, adapt to continuous change, and approach their work with precision. Member Navigators are expected to meet or exceed all key performance indicators (KPIs). This position is scheduled with weekly hours that can range from 25 to 40, may be assigned up to 10 overtime hours per week during peak demand periods, and will be assigned a shift that matches as close to their preference as possible.

About you:

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. 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.

Your impact:

• 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

Establish and maintain positive working relationships with members and key customers

• 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)

You will love this job if:

• 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

Qualified Candidates:

• 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.

To stand out

• Minimum of 1 year handling B2B support requests in addition to B2C support
• Minimum of 1 year of technical troubleshooting experience

Requirements

• 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)

Benefits:

• Competitive salary with generous annual cash bonus
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• Remote first work from home culture
• Generous vacation to help you rest, recharge, and connect with loved ones
• Monthly Internet/Phone stipend
• Lifestyle Spending Account (LSA)
• ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Cultivate Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we're not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada's progress above team or individual. We have fun as we get stuff done, and we celebrate together.
• Remember Why We're Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada Health delivers integrated, virtual care across chronic conditions, a top clinical need for employers and health plans. By combining clinical best practices with the science of behavior change, Omada Health improves member health and reduces the cost of care. Working with over 1,700+ customers - including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s across a wide variety of industries - Omada delivers personalized interventions for diabetes, diabetes prevention, hypertension, and musculoskeletal issues. All programs include integrated behavioral health support. Omada Health's virtual care programs are clinically supported and evidence-based, with results published in multiple peer-reviewed journals. To learn more, visit www.omadahealth.com.

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.

Summary of compensation range for this role: $20.27/hr - $25.34/hr

This role is also eligible for participation in annual cash bonus. The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.

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