Wellabe

• Responsible for coordinating the day to day activities of a team of claims employees • Monitors team member’s workload, provides training, and monitors individual claim activities • Provides technical/jurisdictional direction to reports on claims adjudication • Ensures team members have the needed training and are in compliance with regulatory and company standards • Responsible for the direction of the claims team to ensure consistent delivery of services that meet or exceed customer expectations and complies with regulatory and company standards • Provides technical guidance to team members • Resolves complaints, problems, and coverage questions • Participates in management related duties including performance management, recruitment and selection of new hires • Provides ongoing training and coaching to team members • Ensures all receive communication of corporate/department policies and procedures • Complies, reviews and analyzes management reports and takes appropriate action • Performs quality review on claims in compliance with audit requirements, service contract requirements, and quality standards • Ensures claim files are coded correctly and adequate documentation is made

• Serve as the primary contact for assigned relationships for Wellabe|Medico • Strategize, cultivate, and manage external relationships • Develop retention and growth plans • Analyze reports, execute sales plans, identify business opportunities • Drive sales growth of assigned distribution • Ensure high-quality service and issue resolution • Provide training to distributors and cross-functional teams • Collaborate, mentor, and support team members • Primary work is 60% travel between January and September

• Wellabe is looking for a Communications Agent, AI Product Owner to join our team. • This individual will own the end-to-end strategy, roadmap, delivery, and performance of AI-handled customer interactions (voice and digital), with priority focus on the Intelligent Virtual Assistant (IVA). • Owns the AI Channel for customer, provider, and agent calls with full accountability for end-to-end performance of AI handled voice and digital customer interactions. • Build a product strategy & roadmap: Define and track KPIs including containment rate, first contact resolution, escalation rates, customer effort, and cost to serve. • Treat AI as an operational service channel with continuous improvement accountability. • Build and maintain a multi-year roadmap for AI enabled service automation. • Prioritize automation opportunities based on call volume, complexity, experience impact, and risk. • Focus on high impact use cases such as benefits, eligibility, claims status, payments, ID cards, and provider inquiries. • Translate business needs into clear product requirements, user stories, and acceptance criteria. • Coordinate releases with IT and platform teams (telephony, CRM, core systems). • Establish phased rollouts, testing plans, and post release measurement to validate results. • Partner with Compliance and Legal to ensure AI interactions meet HIPAA, CMS, and state regulatory requirements. • Define approved language, disclosures, identity verification rules, and escalation triggers. • Own remediation and improvements when AI behavior does not meet standards. • Serve as the primary business owner in vendor engagements related to conversational AI and automation. • Direct vendor work toward outcomes aligned with Customer Success goals. • Evaluate new capabilities and enhancements based on business value and operational readiness. • Provide clear, data driven updates on AI performance, risks, and value delivered. • Communicate progress in terms of customer experience, expense management, and scalability.

• Review, analyze and process claims, adjustments, coordination of benefits and refunds on routine life or health claims • Accurate entry of codes and data to applicable system • Respond to general inquiries by agents, policyholders, and providers concerning policy coverage and other related information

• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations. • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items. • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests. • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed. • Plan, coordinate, and execute basic to moderately complex projects to support the business. • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations. • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items. • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests. • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed. • Plan, coordinate, and execute basic to moderately complex projects to support the business. • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.