The Connect Care Program Support temporary role will ensure that members receive high quality education and support in Connect Care and General programs to help them improve their health and wellbeing.
This person will actively contribute and provide feedback on the planning, implementation, and evaluation of a new Type 2 Diabetes program (Aduro Connect Care).
Additionally, you will play a key role in launching, running, and evaluating the success and satisfaction of the program.Who We AreAduro is a Human Performance company, existing at the intersection of well-being and performance.
We unlock human potential in the workplace by providing expert coaching, interactive content, meaningful incentives and personalized insights in a fun, inspiring way.
This helps to ignite cultures, create inclusivity and build social connections that promote growth and flourishing of people in life and work.ResponsibilitiesTrack all Continuous Glucose Monitor (CGM) related happenings.
Communicate with providers and team members Track shipments Assist members in activating and troubleshooting devices Activate Dexcom app, allowing Aduro clinic to see data and monitor and escalate issues as neededAct as a liaison between program participants and coachesCoordinate prescription refills.
Lead communications with members participating in Connect Care.
Create and maintain Member Support guide Prepare documents and communicate with Member Experience team for eventual hand-off to Member Experience Manage all inbound member communication: including handing off to Connect support team when relevant, tracking each support ticket to resolution, responding to each communication within 24-hours and proactively reaching out to members who signed up but haven’t engaged in some or all features Organize live user research, including user research for members who did not engage with the program to understand program barriers Analyze and report out weekly telemetry updates to the team; associate telemetry with feature releases and process changes to help direct the teams’ roadmap Look for opportunities to collect new telemetry and translate existing telemetry into questions and recommendations for user research and product design opportunities Coordinate program needs including assessing and administering program rewards, serving as the liaison with Marketing and Engineering to monitor engagement and engagement metrics, and other program administration as needed.RequirementsHigh school diploma or equivalent1-2 years of experience in a customer service or support role.Experience with Wellness, Healthcare, Benefits, or Technology industries a plus.Proven ability to navigate a computer and the internet with confidence and expertise.Typing speed of 45 WPM with at least 95% accuracy.Proficiency in Microsoft Office SuiteCRM ticketing system (Zendesk, Salesforce, etc.) experience is preferred, but not required.Advanced oral and written communication skills, with the ability to tailor communication style and interact with multiple user types and audiences.Ability to multi-task, prioritize, and manage time effectively to meet deadlines and support SLA’s.Demonstrated ability to learn quickly and stay current on changing product features and services.Positive, self-starter attitude and desire to exceed expectations at every opportunity.Ability to personally manage and maintain regular, reliable attendance and schedule adherence.
Proficiency in speaking, comprehending, and writing English is required.
Bi-lingual Spanish speaking and writing skills are a plusBenefitsCommunity.
We are a distributed team of avid Zoom and Teams collaborators.
Our community fosters collaboration, so be ready to converse and let ideas percolate.
Aduro believes diversity is a necessary element to our success as a business.
We are committed to building a community that represents and celebrates a variety of backgrounds, perspectives, and skills; we want you to bring your verveWe, at Aduro, LLC.
pledge to ensure mutual respect and maintain that no job applicant or employee receives less favorable treatment on the grounds of gender, race, marital status, disability, age, gender orientation, or religion.
Aduro, LLC.
values diversity in our team and is committed not only to our legal obligations but also to the positive promotion of equality in all aspects of employment: Aduro, LLC.
is an EEO employer.