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.

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.

Customer Support Agent – Healthcare

Key skills