• Ensure that patients are treated with the highest level of confidentiality and professionalism • Maintain incoming patient calls and responding to voicemails promptly, courteously, and professionally while de-escalating situations involving dissatisfied customers by offering assistance and support • Assists billing staff with basic office duties (i.e., pulling notes, EOBs, payment receipts etc..) as needed • Manage the patient billing emails and portal messages with prompt resolution in a courteous and professional manner • Support as Liaison between billing and operations, offering support as it relates to billing and patient balance inquiries • Responsible for Self-Pay AR and management of accounts with credit cards on file • Collects patient payments and assists in posting payments as it relates to our collection processes • Responsible for reviewing, identifying, and sending qualified accounts to collections • Identify patient and insurance credits/refunds • Create and manage patient payment plans • Manage and run weekly statement files • Responsible for return mail • Handle mailing secondary claims to insurance companies, attaching copies of primary EOB • Handle mailing collection letters to both insurance and patient as instructed by collection staff • Work various tasks assigned as needed • Maintain the strictest confidentiality according to the guidelines of company policies • Stay abreast of and comply with all state and federal laws including HIPAA, ADA, OSHA, and FLSA • Attend meetings as required • Participate in development and training activities as required by management • Adapt to change in positive and professional manner

• 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.

• Establish clear, tiered support models aligned to customer complexity and value • Implement operational rigor across SLAs, escalation pathways, QA, and performance management • Build structured feedback loops between Support, Product, and Engineering that reduce systemic friction • Launch a scalable self-service and knowledge strategy that increases deflection and consistency • Improve measurable Support contribution to retention and expansion • Ensure Support operations scale predictably alongside company growth • Strengthen support operations through scalable processes, clear escalation models, quality standards, root cause analysis, and strong accountability mechanisms • Reduce customer effort by identifying recurring friction patterns and systemic ticket drivers • Partner with Product and Engineering to resolve high-impact issues and implement structured, data-driven feedback loops with measurable reduction targets • Build and scale a self-service and knowledge strategy, owning knowledge base architecture, governance, and quality standards • Design scalable troubleshooting workflows that improve resolution speed and consistency • Architect segmented support models that align service levels to customer needs and unit economics, ensuring efficient and strategic resource allocation • Position Support as a key retention lever by partnering with Customer Success to identify risk signals, establish proactive intervention triggers, and improve early-lifecycle experience consistency • Deploy AI-assisted support capabilities strategically, balancing efficiency gains with customer experience and quality • Manage outsourcing partners against clearly defined performance and quality standards • Build a culture of ownership and execution through clear accountability expectations, disciplined operating rhythms, and strong cross-functional coordination

• Solve difficult customer problems in close alignment with SLAs defined for the different product components. • Take ownership of support incidents and use all available resources and knowledge to resolve them. • Identify areas to improve the knowledge we use for resolving customer issues and improve our AI support channels. • Communicate with customers through different channels (voice or written) and determine the best way to address their issues by asking accurate and meaningful questions. • Continuously master our product(s) and their components by going deep into our knowledge resources. • Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets. • Be online and available during your shift with excellent internet connectivity and audio without noisy backgrounds.