• 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.