ibex

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

Role Description This position will support customers calling for help on tracking and shipping questions for a major shipping and logistics provider. Customers may have questions on tracking assistance, shipping timelines, etc. This position offers paid training, structured development, and opportunities for long-term growth. Employees who maintain strong performance, attendance, and quality standards will be eligible to transition into additional programs and expanded responsibilities. - Manage incoming calls from customers. - Assess customer’s needs and guide the customer accordingly. - Use customer service and critical thinking skills to resolve the customers’ issues and ease their concerns. - Maintain acceptable call lengths while remaining friendly, informative and helpful. - Maintain productivity and quality standards. - Demonstrate appropriate sense of urgency for customer responses. - Escalate customer issues appropriately and correctly. - Demonstrate timely accurate and professional customer service. - Maintain a positive and professional demeanor and portray the company in a positive light. - Demonstrate knowledge and use of departmental resources, policies and procedures. - Reach campaign goals. - All other duties as assigned. Qualifications - For Candidates with Call Center Experience: must be at least high school graduate with 6 months call center experience. - For Candidates without Call Center Experience: must finish at least two years in college. - Willing to work during night shift with shifting schedule. - Responsible for own learning, development and achievement. - Team player with strong integrity. - Resourceful and has strong attention to detail. - Strong command of the English language.

Role Description We are hiring Trainers to support health benefits and member services agents in a remote environment. In this role, you will initially support training healthcare benefits representatives, and then will transition into supervisory responsibilities leading the trainees as they transition into full-time support. This position offers paid training, structured development, and opportunities for long-term growth. Employees who maintain strong performance, attendance, and quality standards will be eligible to transition into additional programs and expanded responsibilities. Responsibilities - Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties. - Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills. - Lead, inspire and provide positive and constructive coaching and feedback to learners. - Ability to address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources. - Ability to prioritize workload, complete reporting/administrative tasks during learner's self-study or small group exercises to meet deadlines with minimal overtime. - Administer effective evaluation and testing techniques to assess trainee performance. - Assure preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools. - May be responsible for training other trainers on facilitation skills, client training or other training requirements within current program/site or other programs/sites as a facilitation expert. - Become a subject matter expert and may assist with development of training materials. - Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable. - Provide training reports, including classroom progress, individual agent progress, and other performance tracking as requested by management. - Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary to improve production performance. - May perform other additional duties and responsibilities as assigned. Qualifications - High school diploma or equivalent; Associates Degree (A.A.) or the equivalent from a two-year college or technical school preferred. - Minimum one year experience in call center environment. Requirements - Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another trainer as back-up. - Subject matter expert for current client. - Demonstrate strong knowledge of curriculum and ability to facilitate curriculum. - Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction. - Strong computer and software navigation skills including ability to troubleshoot basic technical issues. - The use of Microsoft Office, as an advanced user of the tools, primarily Excel and PowerPoint are required. - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Working Conditions - This role routinely uses standard office equipment such as computers, phones, photocopiers. - While performing the duties of this job, the employee is regularly required to talk or hear. - The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. - Specific vision abilities required by this job include close vision, and ability to adjust focus. - This is a full time position. Trainers must be willing to work all shifts, overtime, holidays and emergency shifts as required. Commitment To Ethics And Equal Employment Opportunity ibex is proud to be an equal employment opportunity employer. ibex is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law.

Role Description This is a Work From Home position tagged in Shaw, Mandaluyong site & Night Shift. Experience with Articulate Storyline and corporate/BPO setting is required. Our Instructional Design team is responsible for applying instructional design and development principles and processes to produce effective, engaging, and innovative programs to support our internal operations business segments. As a member of this team, you will: - Partner to determine and propose performance improvement solutions, including training or other activities to ensure learning transfer occurs and performance gaps are met. - Conduct needs assessments and skills analysis for the business functions we support. - Design and develop training and performance-support solutions. - Ensure learning transfer occurs and successfully address performance gaps. As an Instructional Designer, you will: - Apply various design and learning strategies, with emphasis on virtual, self-paced, and instructor-led learning. - Use innovative and creative strategies including web-based tutorials, documented procedures, audio and video vignettes, instructor-led materials, and simulations using various technology tools. - Act as a learning project manager over smaller efforts or be part of a design team focused on larger efforts that may include a dedicated learning project manager. Qualifications - Bachelor’s degree or 1-year equivalent work experience. - Proven ability to produce quality results using iterative development models and tools. - Knowledge of adult learning principles and needs assessment techniques. - Skill in eliciting and using knowledge and information from subject matter experts to support and/or enhance learning. - Experience in conducting learning analysis. - Experience in creating immersive learning concepts. - Experience with Articulate Storyline/Rise, Camtasia, or equivalent online learning development tools. - Proficient computer skills including Microsoft 365 products (Word, PowerPoint, Teams, etc.). - Experience with incorporating multiple media elements into learning programs including audio, video, animation, simulation, and graphics. Requirements - Strong analytical skills, attention to detail, problem-solving and fact-based decision-making abilities. - Strong time management, planning skills and ability to work on multiple projects simultaneously. - Group facilitation and presentation skills. - Ability to serve as a resource to others. - Ability to work through ambiguity. - Ability to comprehend complex topics/specialized information and simplify for learners. - Knowledge of how formal and informal learning experiences influence and/or support individual and group development. - Knowledge of methods and techniques for defining learning and behavioral outcome statements. - Skill in designing blueprints, schematics, and/or other visual representations of learning and development solutions, such as wireframes, storyboards, and mock-ups. - Providing samples of your work is encouraged. Internal Relevant Common Language of Leadership (CLL) Practices - Collaborating - Managing Ambiguity and Uncertainty - Resilience and Resourcefulness - Supporting Innovation & Creativity - Influencing Others

Role Description We are hiring Customer Service Agents to support health benefits and member services in a remote environment. In this role, you will initially support high-volume Open Enrollment activities and transition into ongoing customer service support across multiple channels. This position offers paid training, structured development, and opportunities for long-term growth. Employees who maintain strong performance, attendance, and quality standards will be eligible to transition into additional programs and expanded responsibilities. What You’ll Do - Assist members with: - Benefits, enrollment, and plan education - Coverage, claims, billing, and payments - Provider networks, referrals, and pre-authorizations - Accurately process enrollments and update member information - Troubleshoot and resolve customer issues efficiently - Navigate multiple systems while interacting with customers - Maintain accurate records in CRM systems - Ensure compliance with HIPAA and company policies - Collaborate with internal teams to resolve complex concerns - Meet performance metrics including quality, productivity, and customer satisfaction - Stay current on healthcare policies, benefits, and system updates Qualifications - Must be 18 years or older - High school diploma or equivalent - At least 1 year of customer service experience (call center preferred) - Strong verbal and written communication skills - Ability to explain complex information clearly - Basic computer skills (typing, system navigation, multi-tasking) - Ability to work in a fast-paced, high-volume environment - Strong problem-solving and decision-making skills - Reliable attendance and punctuality Requirements - Flexible availability required, including evenings, weekends, and holidays - Overtime may be available during peak periods - 100% remote - Quiet, distraction-free workspace required - Reliable high-speed internet required Benefits - Paid training - Opportunities for career growth and development - Supportive team environment - Valuable experience in healthcare and customer service Company Description Ibex is where your career journey starts with energy, teamwork, and endless opportunities! Whether you're just starting out or ready for something new, we’ve got your back with paid training that sets you up for success. Our vibrant team thrives on support, good vibes, and leaders who truly listen. You’ll make real connections, build new skills, and grow your career in a place that celebrates you.

Role Description The Sales Revenue Procurement Lead is responsible for optimizing sales performance through structured lead management, pipeline coordination, and data-driven operational support. This role serves as a strategic partner to the sales organization by ensuring timely lead engagement, maximizing appointment conversion, and maintaining CRM data integrity to support forecasting and revenue growth. This position requires a highly analytical and detail-oriented professional who can manage multiple workflows, prioritize revenue-impacting activities, and provide operational insights to improve sales efficiency. The ideal candidate thrives in a performance-based environment and demonstrates ownership of lead lifecycle management from intake through appointment execution. Qualifications - 2+ years experience in sales operations, inside sales support, or lead management - Experience working within CRM platforms (ServiceTitan, Salesforce, HubSpot, etc.) - Strong organizational and analytical skills - Advanced written and verbal English communication - Experience supporting remote or distributed teams preferred - Proficiency in Microsoft Office or Google Workspace Requirements - Managing the inbound lead process from initial inquiry through appointment scheduling. - Ensure rapid response to inbound opportunities to maximize conversion performance. - Qualify, prioritize, and route leads based on sales availability and opportunity value. - Coordinate and optimize appointment scheduling to maximize sales team utilization. - Monitor lead pipeline and proactively address stalled or aging opportunities. - Maintain accurate CRM records for all lead and sales activities. - Ensure consistent data capture for reporting, forecasting, and performance tracking. - Audit pipeline activity to ensure proper follow-up cadence. - Track and update opportunity status throughout the sales lifecycle. - Track key sales performance indicators including lead response time. - Monitor appointment conversion rate and pipeline aging. - Ensure follow-up completion rate and sales utilization tracking. - Identify performance gaps and escalate opportunities for improvement. - Support leadership with pipeline visibility and operational reporting. - Partner with sales, marketing, and customer support teams to ensure seamless lead handoff. - Recommend workflow improvements to increase efficiency and conversion. - Provide professional communication to prospective customers. - Ensure consistent customer experience throughout the scheduling and handoff process. - Support timely resolution of customer inquiries related to sales opportunities. Benefits - Sales operations and pipeline management - CRM administration and data governance - KPI tracking and performance reporting - Analytical and problem-solving skills - Process improvement mindset - Strong written communication - Time management and prioritization - Ability to work independently in remote environment - Attention to detail and data accuracy Performance Metrics - Lead response time performance - Appointment booking conversion rate - Pipeline follow-up compliance - CRM data accuracy - Opportunity aging reduction - Customer response turnaround time

• Resolving coordination of benefits inquiries by analyzing patient activity (including enrollment, third party liability, claims attachments). • Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information. • Thoroughly and completely documenting all customer interactions. • Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations. • Educating on the usage and benefits of self-service tools. • Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist. • Directing inquiries to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role. • Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions. • Responding to and resolving internal and external complex customer inquiries. • Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken. • Taking ownership of the resolution and setting expectation for follow up. • Ensuring resubmissions, stop payments, and voids are appropriately handled. • Meeting or exceeding individual, department, and client specific goals. • Understanding and adhering to all client administrative and contractual policies and procedures. • Suggesting ways to improve the service delivery processes contributing to the success of the organization.

Role Description Looking for a remote career where your hard work and your contributions make a difference? At ibex, we are hiring motivated, customer-focused individuals to support a leading utility company in a fast paced and engaging environment. This is more than just a call center job, it’s an opportunity to build valuable skills, work alongside a great team and be part of a company that invests in your success. As a Customer Support Representative, you will be the friendly voice customers rely on for answers, guidance, and solutions. Every interaction is an opportunity to create a positive experience while helping customers manage important services and account needs. - Billing questions and payment support - Starting or stopping utility services - Account updates and service requests - Troubleshooting customer concerns - Providing clear, professional, and empathetic support - Navigating multiple systems and tools to find solutions quickly Qualifications - Strong communication and customer service skills - Ability to stay calm and professional during challenging conversations - Comfort navigating multiple computer systems and applications - Critical thinking and problem-solving skills - Basic math skills for billing, balances, and payment related questions - Experience using basic Excel functions, including search tools and filters - Strong attention to detail - Ability to multitask and stay organized in a fast-paced environment - A team-oriented mindset and strong work ethic Requirements - 18+ years of age with a High School diploma or equivalent - Private, distraction free workspace (not a shared/common area of the home) - Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload (5G, hotspots, and satellite internet not supported) - Must remain on camera during working hours Benefits - Supportive leadership and collaborative teams - Coaching, recognition programs, and real career growth opportunities - Positive, performance driven culture - Work from home - Paid training - 401k, Health, dental, and vision benefits - PTO, referral bonuses and employee discounts - Free cell phone for all employees! - Childcare assistance programs Eligible States This role is currently limited to candidates residing in: - Arkansas - Georgia - Idaho - Indiana - Kansas - Kentucky - Louisiana - Michigan - North Carolina - Ohio - Oklahoma - Pennsylvania - South Carolina - Tennessee - Texas - Virginia - West Virginia - Wisconsin - Wyoming