Omada Health
Omada Health is on a mission to inspire and enable people everywhere to live free of chronic disease.
Job overview
The Client (B2B) Services team sits within the Customer Success Org and works together with sales, customer success managers, marketing, data, and engineering teams to provide a seamless post-sales onboarding experience and exceptional customer service that is proactive for all of our clients. They are responsible for technical configuration and troubleshooting of Omada systems, coordinating with internal and external partners to provide participant activity reports, and general customer service- interpreting customer questions and delivering accurate answers. A successful candidate in this role will thrive as an individual contributor in a collaborative environment, be an exceptional critical thinker who communicates how rather than no in difficult or ambiguous situations, and takes a proactive approach to problem solving.
Your impact:
- Configure Omada systems and monitor internal readiness to support customer onboarding and off-boarding deadlines
- Manage the intricate life cycle of reporting requests and communicate updates to Customer Success Managers (CSM), customers, and involved third party vendors
- Proactively identify and resolve documentation and workflow gaps and inefficiencies, both internally and across teams
- Coordinate with CSMs and the Marketing team to ensure everyone is equipped with necessary information for timely enrollment campaigns
- Investigate, triage, and resolve cases from external and internal stakeholders
- Serve as a point of escalation for member-related cases from customers and/or CSMs
- Create and manage secure file transfer protocol (sFTP) connections for customers, third-party aggregators, and health plans
- Setup and monitor incoming data feeds for failures and perform level 1 troubleshooting
- Contribute to individual and team-level operational metrics for CSAT, response time, and quality assurance
You will love this job if you:
- Are a tenacious problem solver who thinks critically and isn’t afraid to ask questions in order to drive resolution
- Are comfortable practicing proactivity and autonomy in ambiguous or frustrating situations
- Communicate by telling why rather than saying yes or no
- Can follow existing processes as well as identify the need for new or updated ones
- Are detail-oriented and can follow-along in an ever-changing environment
- Love the balance of working on individual deliverables and collaborating in and across teams when necessary
You will be successful in this job if you have:
- 1-2 years of experience in a support or service related role
- Baseline knowledge of Excel operations including data sorting and filtering, reformatting files, searching within files, and performing data validations
- Experience anticipating customer needs and proactively helping to resolve them
- Proven ability to work on cross functional initiatives and projects
- A strong aptitude for learning and using various programs and tools, including, but not limited to: Zendesk (or other similar CRM), Salesforce, Google Suite, etc.
- A desire to help evolve a team and function
Bonus points if you have:
- Customer implementation and/or project management experience in a B2B environment
- Experience working in a fast-paced, growing organization and understand the related challenges
- A background in healthcare and experience safeguarding PHI
Benefits:
- Competitive salary
- Flexible vacation to help you rest, recharge, and connect with loved ones
- Generous parental leave
- Health, dental, and vision insurance (and above market employer contributions)
- 401k retirement savings plan
- Stipend for professional development
- Two giftable Omada enrollments per calendar year
- Healthy snacks and meals (in the SF office)
- Wellness events (e.g. running club)
- …and more!
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.
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.
Below is a summary of salary ranges for this role in the following geographies:
California, New York State and Washington State Base Compensation Ranges: $73,600 – $92,000*, Colorado Base Compensation Ranges: $66,240 – $82,800*. Other states may vary.
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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