Everise

• Assist customers with their healthcare options during open enrollment season • Educate and assist customers in selecting the right insurance policy to fit their needs • Transition back to support healthcare during the annual enrollment period

Role Description - Perform routine quality audits using approved scorecards. - Evaluate documentation accuracy and policy adherence. - Prepare weekly and monthly quality reports. - Provide objective audit feedback to leaders. - Identify root causes and recurring defect trends. - Support coaching effectiveness through post-audit validation. - Monitor daily operational performance against SLA, productivity, quality, and schedule adherence goals. - Ensure compliance with HIPAA, CMS, state board of pharmacy requirements, and internal policies. - Use reporting to identify trends and recommend corrective actions. - Partner with Workforce Management, Training, Operations, and Leadership. - Support continuous improvement initiatives and standardization efforts. - Maintain documentation and confidentiality standards. - Participate in calibration sessions and business meetings. - Lead or support special projects as assigned. - Support non-clinical prescription processing and participant service workflows. Qualifications - Strong written and verbal communication. - Leadership and relationship-building skills. - Critical thinking and analytical ability. - Ability to prioritize competing demands. - Experience working across multiple pharmacy systems. - Proficiency with Microsoft Office, particularly Excel. - Ability to maintain confidentiality. Requirements - High School Diploma or GED. - Three or more years of relevant PBM, specialty pharmacy, participant services, or healthcare operations experience. - Previous leadership or quality experience appropriate to the role. Preferred Qualifications - Active Arizona or Texas Pharmacy Technician License. - National Pharmacy Technician Certification (CPhT). - PBM or specialty pharmacy experience. - Call center healthcare operations experience. - Lean/Six Sigma or process improvement exposure. - Experience presenting operational metrics. Performance Measures - Quality audit performance - Productivity and throughput - Service Level (SLA) attainment - Attendance and schedule adherence - Compliance and documentation accuracy - Customer experience - Coaching effectiveness and continuous improvement Work Environment & Physical Requirements Fast-paced, computer-based participant services environment requiring prolonged sitting, frequent computer use, telephone communication, and the ability to manage multiple priorities while maintaining accuracy and professionalism.

• Lead and manage the daily operations of the Pharmacist and Pharmacy Technician teams, ensuring service level, quality, and compliance targets are consistently met. • Oversee queue and workflow management across prescription transfers, verbal prescription intake, and multi-department escalations spanning Pharmacy, Shipping, Customer Care, Finance, Claims Processing, and Eligibility. • Ensure the escalation pathway from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly and resolves participant issues on first contact wherever possible. • Partner with Workforce Management to build and maintain rotating weekend and holiday coverage schedules that meet licensing and staffing requirements. • Track and maintain license and certification compliance (e.g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPhT certification) across direct reports. • Monitor, analyze, and report on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction. • Coach, develop, and support the hiring and onboarding of Pharmacist and Pharmacy Technician staff and any team leads/supervisors within the function. • Identify and lead process improvement initiatives that simplify complexity for both staff and participants, in line with Everise's commitment to agile execution. • Ensure the team's practices align with client program values, HIPAA, and applicable state pharmacy board regulations. • Manage remote, hybrid, or on-site work arrangements for the team based on performance, business need, and program requirements.

• drive strategic and operational excellence for US service delivery • manage P&L performance • lead cross-functional management teams through execution • embed technological innovations into the operating model • report operational outcomes to the COO

Role Description Coordination of AHIP Certification for new hire applicants, ensuring the timing of the completion of AHIP to coincide with necessary training plans to ensure timelines to be met. - Track all agents' progress to obtain all required client appointments and ensure milestones are met. - Partner with Licensing team and support necessary tracking of individual state licensing requirements and required documentation. - Support reimbursement of employee cost (if applicable) by sending supporting receipts to HR to ensure cost reimbursed. - Coordinate with client in support of transference of individual state accreditation to support most current licensure updated in support of calls able to be handled by an agent. - Maintain tracking files on each agent and status for ready to sell. - Work with agents, state agencies, and client contracting system contacts to work through any roadblocks, including escalations as needed. - Heavy database entry – accuracy is critical. - Maintain contact with state insurance agencies via prescribed channels to expedite agent applications and other related issues. - Attend Day 1 New Hire Orientation to provide responsibilities and requirements of being a licensed agent and requirements to become Ready To Sell (RTS). Continued presentations are necessary until RTS completion is met. - Meet with agents individually to collect documentation as requested for the various states and completion of all certification and contracting items, ensuring progress is being made. Support various meetings as required by internal/external clients. - As required, coordinate all access, change, and term requests for those working on the project. - Partner with Everise Licensing, training, and operations teams on additional duties as not outlined in the above items. Qualifications - Some College Course work is preferred. - Experience with licensing and/or compliance, preferably in a call center or related environment is preferred. - Must have proficiency in Microsoft Office applications, especially Excel. - Demonstrated ability to track and account for large amounts of data simultaneously. - Ability to communicate at all organizational levels. - High level of confidentiality required. - Attention to detail. - Strong analytical and organizational abilities. - Ability to function in a fast-paced, constantly changing environment. - Ability to communicate effectively with internal and external client(s). - High degree of customer service skills. - High degree of communication and project management skills. - Have a sense of urgency, ability to coach, influence and negotiate. Company Description Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Role Description - Answer inbound calls from individuals who are interested in learning more about our P & C programs. - Actively listen to their needs and develop the best solution to fit their physical, financial and emotional needs. - Educate our members on their options and how these changes can improve their lives. - Maintain the highest level of service by meeting and exceeding quality standards on every call. - Ability to connect and empathize with people in such a way that your ultimate desire is to help them find solutions to their struggles. - Ability to actively listen and recognize areas that need further examination, so that you can provide the best possible solution. - Ability to multi-task so that you can access all of the necessary information to provide an accurate and detailed recommendation. - Ability to clearly explain the solution you have customized for the member so that they fully understand their coverage and costs. - Ability to close the sale. - Once you have developed the ultimate solution that meets all of your member’s needs, finish the call by closing the sale and getting them enrolled. Qualifications - Licensed to sell P&C Insurance in your current state of residence. - Strong detail orientation and excellent communication/listening skills. - Strong computer skills that help you to efficiently maneuver through multiple applications simultaneously. - Assessments will be required. - Demonstrated passion for excellence with respect to treating and caring for customers, especially senior citizens. - Strong decision making and analytical abilities. - Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime. - Highly developed sense of integrity and commitment to customer satisfaction. - Minimum of 6 months experience in a work environment where you are developing and/or closing sales. - High school diploma or GED is required. - Authorized to work in the United States. Company Description Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

• Utilize your pharmacy knowledge to assist with medication-related inquiries • Support prescription processing activities • Provide exceptional customer service to patients • Join a team dedicated to improving healthcare experiences while helping individuals navigate their pharmacy and medication needs with confidence

Role Description - Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to. - Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly. - Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans. - Resolve customer escalations. - Responsible for communication between contact center management, client and associate. - Participate in associate selection and interviewing process. - Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations. Qualifications - Applicable Healthcare Insurance License or ability to obtain license within 30 days of hire. - Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience. - Previous call center experience preferred. - Prior supervisory or leadership experience preferred. - Proven sales experience preferred. - Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook. - Excellent oral and written communication skills. - Strong organizational and interpersonal skills. - Schedule flexibility. - Analytical and problem-solving skills. - Strong ability to multitask. - Ability to function in a fast paced environment. - Dependability regarding completion of assignments and attendance. - Ability to pass a drug screen and background check. Company Description Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

• Own the Everise events strategy end-to-end: annual calendar, budget, prioritization, and ROI measurement across all event types • Manage Everise's presence at the conferences that matter most — CCW, HLTH, Gartner Symposium, and others — from sponsorship strategy through on-site execution • Design and produce proprietary Everise events: client dinners, executive roundtables, prospect briefings, and brand activations that create pipeline and deepen relationships • Partner with Sales and Client Services so every event has a defined business objective, a target attendee list, and a post-event follow-up plan • Own the full logistics lifecycle: venue sourcing, vendor negotiation, contract management, budget tracking, run-of-show, and on-site execution • Collaborate with the Brand team to ensure every experience reflects the Everise brand — visually, tonally, and in every detail • Report on event ROI: pipeline influenced, executive engagement, post-event sentiment — outcomes, not attendance numbers • Support the executive team at key events with briefing preparation and on-site coordination so they show up at their best • Build and maintain a vendor and agency network that scales quickly when timelines are tight

Role Description The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates. - Monitor/audit each assigned associate in accordance with Everise and client requirements - Work with supervisors and management to ensure that all associates are meeting quality standards - Provide training as needed to both new hires and experienced associates - Attend and contribute to both internal and client calibration sessions - Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s) - Any other duties and responsibilities assigned by management of the company Qualifications - At least 1 year customer service and/or sales experience, preferably in a call center environment - High school diploma or equivalent required. Some college preferred - Proficiency in Microsoft Office applications, especially MS Word and Excel - Excellent oral and written communication skills - Detailed-oriented - Analytical skills - Exceptional motivational and interpersonal skills - Able to work independently - Flexible Schedule - Dependability regarding completion of assignments and attendance