OneImaging

Customer Success Manager

• Lead the end-to-end onboarding process, including configuring and managing customer-specific data feeds and ensuring accurate and timely data exchange between systems.
• Build trusted relationships with customer stakeholders at multiple levels, acting as a strategic advisor and escalation point. Facilitate alignment between customer goals and OneImaging’s program.
• Analyze customer data and performance metrics to provide insights, drive adoption, and ensure customers achieve their desired outcomes. Deliver regular reports and business reviews to key stakeholders.
• Act as the voice of the customer within OneImaging, sharing feedback and insights to influence product development and service enhancements.
• Identify opportunities to optimize processes, improve customer experience, and drive efficiency in implementations and ongoing management.
• Work closely with Sales, Product, Engineering, and Support teams to ensure a seamless customer journey.

Team Lead

• 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.

Team Lead, Member Services

QA Engineer

• Create and build the framework of the QA team to measure Build agent compliance and service excellence within a high-growth, tech-enabled healthcare environment
• Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
• Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
• Organize and support calibration sessions with Operational leaders to ensure a unified vision of "quality" and facilitate the closing of feedback loops.
• Identify trends in member friction points—whether it’s scheduling delays or insurance hurdles—and collaborate with relevant cross functional team to resolve.

QA Analyst, Member Services

Sales

• Own your territory and execute a go-to-market strategy targeting large self-insured employers.
• Build and manage a robust pipeline of employer prospects through direct outreach, partnerships, and consultant/broker relationships.
• Lead the full sales cycle — from prospecting, discovery, and proposal development to negotiation and close.
• Engage senior stakeholders across Benefits, HR, Finance, and Total Rewards to position OneImaging’s value proposition.
• Collaborate cross-functionally with Marketing, Customer Success, Product, and Legal to ensure smooth handoffs and long-term client success.
• Represent OneImaging at industry events, conferences, and broker forums, building brand awareness and credibility.

Customer Success Manager

Team Lead, Member Services

QA Analyst, Member Services

RVP, Employer Sales