Position Summary

As a Member Support Agent, you will be on the front lines of managing all inbound communications – phone calls, text messages, emails, and chat. Your role is to engage members and partners when they connect with One Imaging, answering questions accurately and guiding them through the One Imaging member journey, while maintaining a positive disposition. As well as supporting exam scheduling by connecting with referring providers as needed. This is a high-impact role where your ability to actively listen, communicate clearly, and resolve issues consistently directly drives member satisfaction and trust in the company.

What You’ll Be Doing

• Driving Satisfaction: Connect with members, answer all questions and ensure they leave all interactions satisfied with the quality of support and confident in the One Imaging process.
• Solving Problems: Use available resources, notes, and critical thinking to accurately and politely solve the member problems, aiming for on-call resolution whenever possible.
• Overcoming Objections: Use proven techniques to address concerns, clarify next steps, and ensure members move forward confidently.
• Delivering Outstanding Experiences: Engage members with empathy, professionalism, and clarity to build trust and reduce friction.
• Multi-Channel Communication: Use phone, SMS, email, and chat to manage members requests and needs quickly, and follow up to confirm resolution.
• Collaborating Cross-Functionally: Partner with internal teams to ensure information is accurate and members experience seamless handoffs.
• Meeting Goals: Consistently hit weekly and monthly targets for Member Support team – call volume, time to answer, average handle time, member satisfaction, and retrieval completions.

What You Need to Have

• Exceptional English Proficiency: C2-level mastery in English, enabling precise and professional interactions.
• 2+ years in inbound calling, call center, or customer service/support roles (healthcare experience is preferred).
• Excellent verbal communication skills with a professional and empathetic phone manner.
• Ability to listen, build trust, and handle objections with resilience and positivity.
• Strong organizational skills to manage volume and follow-ups.
• Tech-savvy, comfortable with CRMs, call platforms, and messaging tools.
• High school diploma required; Associate’s or Bachelor’s degree preferred.

Key Competencies

• Empathy & Persuasion: Balance compassion with confidence to drive action.
• Results Orientation: Focus on on-call resolution and positive member feedback.
• Adaptability: Stay flexible with changing workflows, tools, and priorities.
• Problem-Solving: Anticipate barriers and offer quick, clear solutions.
• Communication: Clear, engaging, and member-first in every interaction.