The Helper Bees

Role Description As a Fulfillment Associate, you will complete internal orders for fulfillment through different vendors. You may also be responsible for customer engagement associate responsibilities dependent upon product/portfolio size and scope. Supervisory Responsibilities - None Duties/Responsibilities - Inbound/Outbound phone calls - Complete orders through different vendor sites - Ensure data entry is accurate based and proper workflows are followed - Ongoing account maintenance - Customer service escalation and management - Performs other duties as assigned/necessary Performance Metrics - Order Fulfillment Accuracy: Measure the percentage of orders completed accurately through different vendor sites. - Call Handling Efficiency: Track the average duration of inbound and outbound phone calls to ensure timely and effective communication with customers. - Data Entry Accuracy: Monitor the accuracy of data entry to minimize errors and ensure the integrity of information in internal systems. - Account Maintenance Timeliness: Measure the time taken to complete ongoing account maintenance tasks to ensure they are handled promptly. - Adaptability and Technology Proficiency: Assess the ability to navigate multiple platforms and learn new programs and systems as needed. Qualifications - Shift: 8:30am - 5pm CST - Ability to thrive in a fast-paced environment - Ability to navigate multiple platforms - Comfort and adaptability when working with technology and learning new programs and computer systems - Strong passion for helping others and problem-solving - Must be 18 years of age or older Requirements - Minimum of 1 year of relevant experience in a call center/customer service or similar role preferred - High school diploma or equivalent preferred - Experience in data entry in the healthcare industry is a plus! Physical Requirements - Ability to remain at your designated workstation for the duration of the workday - Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP). - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. - The ability to observe details at close range (typically on a computer screen) Benefits - This position offers the flexibility of remote work at approved locations within the United States. - Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. - Enjoy the convenience and comfort of working remotely while contributing to our team's success. Company Description The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds. - The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. - As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. - The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations. - Be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.

Role Description As an Outbound Sales Representative, you will be responsible for customer conversion; initiating customer outreach and lead/referral opt-ins, and facilitating initial setup/onboarding of new customers. In addition, you will act as the primary point of contact for churn escalations to re-engage customers, as applicable. Duties/Responsibilities - Conduct Outbound Calls: Proactively reach out to senior adults via phone to introduce and promote our products and services. - Build Relationships: Develop and maintain positive relationships with potential customers by understanding their needs, preferences, and concerns. - Product Knowledge: Stay well-informed about our products and services to effectively communicate their benefits and features to senior adults. - Customer Education: Educate senior adults and their families about the benefits offered. Guide members through THB’s marketplace platform to ensure they understand how to purchase products and services that meet their needs. - Customer Engagement: Listen attentively to customers, address their questions, and provide accurate information to help them make informed decisions. - Sales Targets: Meet and exceed weekly and monthly sales targets by effectively converting leads into customers. - Follow-Up: Conduct timely follow-up calls to ensure customer satisfaction and address any post-sale queries or issues. - Documentation: Accurately record customer interactions and sales activities in the CRM system. - Team Collaboration: Work closely with the sales team and other departments to share insights and improve sales strategies. - Other duties as assigned/necessary. Performance Metrics - Opt in rate: Maintain target opt in rate based on specific product. - Turn Around Time (TAT): Maintain TAT within SLA’s. - Work In Progress (WIP): Converted within 14 days. - Outbound Calls: Minimum of 40 outbound calls per day. Qualifications - Ability to thrive in a fast-paced environment. - Ability to handle objections and solve problems effectively. - Ability to engage customers with clear, concise, and compelling communication, effectively explaining product details in an easily understandable manner. - Comfort and adaptability when working with technology and learning new programs and computer systems. - Strong passion for helping others and problem-solving. - Excellent verbal and written communication skills with the ability to connect with senior adults empathetically. - Demonstrated patience and empathy when interacting with senior adults. - Strong listening skills and the ability to build rapport quickly. - Self-motivated with a positive attitude and a strong work ethic. - Flexibility to adapt to changing customer needs and sales strategies. - Must be 18 years of age or older. Education and Experience - High school diploma or equivalent preferred. - Previous experience in sales, preferably outbound sales, with a track record of meeting or exceeding targets. - Experience working with senior adults or in a similar demographic is highly desirable. - Experience in the healthcare industry is a plus! Physical Requirements - Ability to remain at your designated workstation for the duration of the workday. - Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP). - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. - The ability to observe details at close range (typically on a computer screen). Benefits - This position offers the flexibility of remote work at approved locations within the United States. - Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. - Enjoy the convenience and comfort of working remotely while contributing to our team's success. Company Description The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers. The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience. At THB, we define our company culture through our Core Values: - Quickly iterate through solutions. - Seek ways to create immediate impact. - Bee the teammate you want to work with. - Ask questions, answer questions. - Take the time to celebrate wins.

• Lead the identification, pursuit, and conversion of new health plan clients in the Medicaid space • Own and execute The Helper Bees’ sales and business development processes for Medicaid • Serve as The Helper Bees’ Medicaid subject matter expert • Monitor Medicaid policy changes, RFP activity, and competitor actions • Deliver regular performance updates to the VP of Growth and executive leadership

• Assist benefit recipients with navigation of the product platform • Recommend service offerings • Support completion of orders on behalf of members • Utilize assessments and screenings to help clients achieve their care journey goals • Handle administrative tasks supporting members with planning and organizing their benefits • Answer inbound calls to assist members • Make outbound calls for follow-ups • Help members develop access to necessary resources • Participate in the coordination and scheduling of services • Other duties as assigned/necessary

• Researching, assessing, and planning interventions to support clients facing social, emotional, economic, and environmental challenges • Communicate with clients and their families to build a rapport and understanding of the caregiver journey • Be skilled in motivational interviewing techniques to successfully interview and engage individuals with differing levels of health needs • Document communication and intervention activity accurately and consistently • Mentor and serve as a subject matter expert to new and junior team members • Effectively manage caseloads and hit touchpoint goals for outreach at each engagement level

• Supervise high-volume inbound and outbound telephonic scheduling • Oversee training and ongoing education of the care management team • Monitor team performance through KPIs

• Collaborate with your PM and designer to transform ambiguous challenges into fully instrumented, production-ready software. • Drive technical design for squad-led initiatives—drafting documentation, evaluating trade-offs, and steering the final decision. • Develop and maintain production-grade systems across our web platforms, mobile applications, and third-party integrations. • Troubleshoot complex, cross-system issues with a balanced approach of curiosity and composure. • Continuously elevate our engineering standards through rigorous code reviews, proactive refactoring, and enhanced tooling. • Leverage AI tools (such as Cursor, Copilot, and Claude) as a force multiplier and help define team protocols for their effective use. • Investigate practical applications for AI, ranging from internal workflow automation to features that enhance the member care experience. • Guide the engineers around you, ensuring the team is stronger and more capable through your mentorship.

• Lead and manage the Data Engineering team, providing mentorship, guidance, and support to ensure technical and professional development. • Monitor team performance and development, fostering an environment of growth through regular feedback, code reviews, and training opportunities. • Collaborate with department teams to design, build, test, and implement new features and enhancements that meet stakeholder needs. • Act as a technical leader for the team, growing other Data Engineers through mentorship and example, while also ensuring high-quality, scalable, and optimized software systems.

Role Description As a Regional Benefits Coordinator, you will be responsible for facilitating and managing service fulfillment within your assigned region. You will also engage and support health plan members, long term care insurance policy holders, and direct to consumer customers to ensure benefit/service optimization and a superior customer experience. Qualifications - 2+ years of relevant experience in a contact center/customer service environment, program coordination, care coordination/navigation, or similar role - Experience in Public/Community Health, or related field preferred - Experience in the healthcare industry is a plus! Requirements - Supervisory Responsibilities: None - Duties/Responsibilities: - Establish a trusting relationship with health plan members, long term care insurance policy holders, and direct to consumer customers to assist with benefit/service understanding, resource optimization, coordination of services, and seamless communication with providers. - Cultivate and sustain a professional rapport with The Helper Bees’ network of aging in place service providers to ensure implementation of best practices related to: - Platform utilization - Customer engagement - Referral management - Timely scheduling, completion, and invoicing of services - Monitor referral activity within the assigned region to ensure timely assignment, acceptance, and service fulfillment through The Helper Bees’ network of aging in place service providers - Resolve referral escalations and customer service tickets by reviewing platform/dashboard activity and engaging the associated provider and/or customer to determine root cause and facilitate a solution - Prioritize the timely fulfillment of all referrals within the assigned region to meet program requirements and ensure customer satisfaction - Self-manage scheduled follow-up engagements, as needed - High volume inbound and outbound telephonic coordination - As applicable, collaborate with Account Manager(s) on reporting requirements, escalations and grievances, as well as eligibility or referral-related issues - Collaborate with management to assess performance and redirect efforts as needed - Other duties as assigned/necessary - Performance Metrics: - Encounter Fulfillment: Meet or exceed monthly fulfillment goal - Escalation Management: - % of No Start of Care - % of unassigned referrals - % of customer service tickets compared to total active referrals - Provider NPS score - Required Skills/Abilities: - Ability to thrive in a fast paced environment - Professional phone demeanor and written communication - Ability to self-manage daily efforts and work autonomously in a remote work environment - Excellent time-management and organizational skills - Strong passion for helping others and problem-solving - Interpersonal and critical thinking skills - Ability to navigate multiple technology platforms and portals - Comfort and adaptability when working with technology and learning new programs and computer systems - Must be 18 years of age or older Benefits - This position offers the flexibility of remote work at approved locations within the United States. - Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. - Enjoy the convenience and comfort of working remotely while contributing to our team's success. Company Description The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds. The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know. As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

• Provide initial onboarding and continuing education and training to teams across the organization • Collaborate with program and operational management and team leaders to properly train, mentor, and monitor Key Performance Metrics • Evaluate calls, review documentation, and shadow team members to ensure workforce efficiency • Create and update training materials as needed