Team Lead, Member Services

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OneImaging

WebsiteLinkedInAll Job Openings

1 - 10 employees

⚕️ Healthcare Insurance

🤝 B2B

☁️ SaaS

Healthcare Insurance • B2B • SaaS

OneImaging is the nation's leading comprehensive radiology care management platform, dedicated to drastically reducing the cost of medical imaging. By providing transparent pricing and seamless integration with insurance plans, OneImaging enables its members to access imaging services that are typically 80% cheaper than the national average. The company offers nationwide coverage with over 4,800 accredited centers and aims to make diagnostic imaging an affordable employee benefit. By focusing on prevention, detection, and diagnostics, OneImaging helps in the early diagnosis of chronic diseases, ultimately reducing healthcare costs and improving patient outcomes.

📋 Description

• Lead Daily Operations • Manage a team of Member Support agents across chat, phone, email and SMS. Ensure coverage, adherence to SLAs, and prompt response to all inbound inquiries. • Conduct daily check-ins to align on volume, ticket priorities, and tone expectations. • Coaching and Development • Monitor conversations for quality, tone, and accuracy; deliver actionable feedback. • Lead weekly coaching sessions and identify top performers and improvement areas. • Escalation and Problem Solving • Handle escalated member cases, ensuring swift and complete resolution. • Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues. • Operational Excellence • Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time. • Collaboration and Reporting • Share key insights and recurring member pain points with leadership and cross-functional teams.

🎯 Requirements

• 5+ years of experience in customer or member support (healthcare experience preferred). • 2+ years in a leadership, quality, or team lead role within a support or contact center environment. • Exceptional written and verbal communication skills with C2-level English proficiency. • Demonstrated success in improving CSAT, resolution times, or first-contact resolution rates. • Strong problem-solving abilities and operational rigor in managing volume and priorities. • Proficiency with support platforms (Intercom, Zendesk, Freshdesk, or similar) and reporting tools. • Ability to lead calmly under pressure, motivate others, and maintain a member-first mindset.

🏖️ Benefits

• Health insurance • Professional development