Member Service Agent On Site

Job Description

Job Description

US Imaging Network is hiring full-time, on-site Member Service Call Center Agents for our Tampa office. In this role, you will make outbound calls and receive inbound calls from health plan members who may be eligible to save money on MRI, CT, or PET imaging services.

You will help members understand an imaging benefit they may not have used before and guide them through their available options. You will connect with members to explain US Imaging's services, answer their questions, and help them understand their potential cost saving options. The agent must build trust quickly, clearly explain the purpose and value of the service, ask effective questions, respond appropriately to confusion or hesitation, and confidently guide eligible members toward scheduling an imaging appointment.

The role requires strong listening and communication skills, sound judgment, attention to detail, resilience, and comfort initiating conversations. The agent must be persistent without being forceful, receptive to coaching, dependable, and motivated by measurable goals related to quality, productivity, member engagement, and successful scheduling. Agents must accurately follow multistep processes, document interactions, protect confidential information, and use multiple computer systems while speaking with members.

What You’ll Do

• Make outbound calls to educate members about their healthcare imaging benefit and potential cost savings.

• Receive inbound calls and assist members with questions and scheduling needs.

• Explain the purpose and value of the US Imaging benefit clearly and confidently.

• Ask questions to understand each member’s needs and determine the appropriate next action.

• Respond professionally to questions, confusion, hesitation, and objections.

• Encourage eligible members to use their benefit and assist them with scheduling MRI, CT, and PET appointments.

• Accurately document calls, appointments, and follow-up information.

• Meet performance expectations for quality, productivity, attendance, member engagement, and scheduling results.

• Protect member information and follow HIPAA requirements.

• Work with internal teams to resolve issues and improve the member experience.

What We’re Looking For

• High school diploma or GED.

• Previous call center, customer service, healthcare, patient scheduling, inside sales, collections, or related experience.

• Comfortable making outbound calls to people who may be unfamiliar with the company or benefit.

• Able to explain unfamiliar information and respond confidently to member questions or hesitation.

• Strong listening, communication, problem-solving, and critical-thinking skills.

• Detail-oriented and able to document information accurately.

• Dependable, receptive to coaching, and motivated to meet performance goals.

• Comfortable using multiple computer systems and Microsoft Office applications.

• Bilingual English/Spanish is a plus.

Schedule and Location

• Full-time, on-site position in Tampa, Florida.

• Call center hours are Monday through Friday, 8:30 a.m.–7:00 p.m. ET.

• Training hours are 9:00 a.m.–5:30 p.m. ET.

• The next anticipated start date is in October 2026.

• Position is an on site role.

Compensation and Benefits

• $19.50 per hour.

• Monthly performance bonus opportunity.

• Paid time off and holiday pay.

• Medical, dental, and vision insurance.

• Life insurance and long-term disability coverage.

• 401(k) retirement plan.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.