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Key Responsibilities:
- Lead daily operations of a Member Support team across chat, phone, email, and SMS.
- Coach and develop agents through quality monitoring and weekly coaching sessions.
- Handle escalated member cases and partner with internal teams for resolution.
About You:
- 5+ years of customer or member support experience, with 2+ years in a leadership role.
- Exceptional written and verbal communication skills with C2-level English proficiency.
- Proficiency with support platforms like Intercom, Zendesk, or Freshdesk.
Key Competencies:
- Leadership & Coaching: Develop talent through consistent feedback and support.
- Member Advocacy: Center actions around creating clarity and comfort for members.
- Analytical Thinking: Use data to identify bottlenecks and improve efficiency.
OneImaging
OneImaging offers a concierge radiology service with a network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%. The company aims to provide fair pricing and eliminate surprise bills for patients and payers.