Scheduled Hours 40 Position Summary Supports and facilitates all aspects of the system credentials verification process for medical staff and managed care provider appointments and re-appointments including credentials verification of allied health providers as required. Job Description Primary Duties & Responsibilities: - Serves as accountable for initial and continuous verification of credentials of medical staff members, health care/allied health providers for medical staff and managed care providers. Serves as accountable for ensuring ongoing state and federal licensure, compliance with JCAHO and NCQA standards and observance of applicable hospital medical staff by laws and managed care provider contracts and agreements. - Ensures maintenance of current and accurate data/information in system credentials database. Appropriately utilizes the database to produce reports, lists, rosters, etc., assisting BJC facilities as needed. - Maintains the permanent credentials files on all applicable medical staff members, managed care and allied health providers. Assures accuracy of records and maintains a state of readiness at all time for review/audit by delegated entities, licensing and accrediting agencies. - Participates in training and development of HMP personnel on credentialing verification issues. - Assures the confidentiality and integrity of all aspects of the credentialing verification program and process. - Performs other duties as assigned. Working Conditions: Job Location/Working Conditions - Normal office environment Physical Effort - Typically sitting at a desk or table Equipment - Office equipment The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time. Required Qualifications Education: High school diploma or equivalent high school certification or combination of education and/or experience. Certifications/Professional Licenses: No specific certification/professional license is required for this position. Work Experience: Relevant Experience (3 Years) Skills: Not Applicable Driver's License: A driver's license is not required for this position. More About This Job WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles. Preferred Qualifications Education: No additional education unless stated elsewhere in the job posting. Certifications/Professional Licenses: No additional certification/professional licenses unless stated elsewhere in the job posting. Work Experience: No additional work experience unless stated elsewhere in the job posting. Skills: Credentialing, Medical Offices, Medical Staff Credentialing Grade C08-H Salary Range $20.57 - $30.84 / Hourly The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget. Questions For frequently asked questions about the application process, please refer to our External Applicant FAQ. Accommodation If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening. Benefits Statement Personal - Up to 22 days of vacation, 10 recognized holidays, and sick time. - Competitive health insurance packages with priority appointments and lower copays/coinsurance. - Take advantage of our free Metro transit U-Pass for eligible employees. - WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%. Wellness - Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more! Family - We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered. - WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us. For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/ EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a full-time Senior Customer Experience Representative, you’ll help customers navigate their insurance needs with confidence and care. This licensed expert role provides clear guidance, resolves inquiries efficiently, and ensures every interaction reflects Root’s commitment to fairness, simplicity, and exceptional service. You’ll thrive on helping others, solving problems, and making a meaningful impact on the customer journey. Every conversation is a chance to build trust and strengthen Root’s relationship with its customers. Work Schedule Requirements - This role supports extended evening and weekend service hours aligned with Root’s business needs. - Operating hours (EST) are: - Monday–Saturday: 9:00 AM – 12:00 AM - Sunday: 1:00 PM – 9:00 PM - Candidates must be available to work one of the following schedules: - Tuesday through Saturday - Sunday through Thursday - Evening and weekend coverage are required components of this role. Compensation - This position pays $20.92 per hour. - Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US. How You Will Make an Impact - Receive inbound calls and foster meaningful connections through strong rapport and trust-building. - Manage and execute financial transactions and coverage changes for customers with accuracy and compliance. - Research, troubleshoot, and resolve customer requests using Root’s internal systems and tools. - Educate and advise customers on coverage options and policy features to align with their needs, goals, and risk tolerance. - Create and communicate quote options while guiding customers through informed decision-making. - Exceed monthly KPIs and service metrics established by the business unit. - Recommend improvements to internal tools, app features, and overall customer experience processes. - Maintain an active Personal Lines License and ensure compliance with continuing education requirements. - Operate independently and exercise sound judgment in ambiguous situations to ensure exceptional service delivery. What You Will Need to Succeed - 1–2 years of customer service experience, preferably within the insurance industry. - Active Personal Lines License or ability to obtain within 30 days of employment. - Proven ability to thrive in a fast-paced, high-volume call environment. - Strong communication, active listening, and problem-solving skills. - Ability to handle complex inquiries with professionalism and empathy. - High attention to detail and strong multitasking capabilities. - Self-directed and accountable, with minimal supervision required. - Collaborative mindset and willingness to learn Root’s products and app functionality. - Proficiency in Microsoft Office and Google Workspace applications. Interview Process As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.

• Serve as the subject matter expert for CX operational workflows, tools, and standards. • Provide hands-on guidance to Implementation teams, ensuring operational standards are correctly interpreted and applied. • Engage with frontline teams and CX leadership to identify improvement opportunities based on qualitative insights and operational data. • Advise on best practices for time tracking, project administration, resource management, and operational compliance. • Own and maintain the CX Operations training curriculum for Implementation teams. • Design and deliver training modules covering operational processes, tools, and compliance expectations. • Update training materials as workflows, systems, and governance evolve. • Identify workflow bottlenecks, inconsistencies, and adoption gaps across Implementation processes. • Analyze insights with CX leadership to determine improvement opportunities. • Develop, document, and implement SOPs that improve consistency, efficiency, and operational effectiveness. • Conduct periodic audits to confirm adoption and refine processes as needed. • Serve as the primary Wrike System Administrator and account owner responsible for platform governance, configuration, and long-term scalability. • Partner with system owners for Salesforce, Confluence, and other platforms to address enhancements, issues, and change readiness.

• Driving Satisfaction: Connect with members, answer all questions and ensure they leave all interactions satisfied with the quality of support and confident in the One Imaging process. • Solving Problems: Use available resources, notes, and critical thinking to accurately and politely solve the member problems, aiming for on-call resolution whenever possible. • Overcoming Objections: Use proven techniques to address concerns, clarify next steps, and ensure members move forward confidently. • Delivering Outstanding Experiences: Engage members with empathy, professionalism, and clarity to build trust and reduce friction. • Multi-Channel Communication: Use phone, SMS, email, and chat to manage members requests and needs quickly, and follow up to confirm resolution. • Collaborating Cross-Functionally: Partner with internal teams to ensure information is accurate and members experience seamless handoffs. • Meeting Goals: Consistently hit weekly and monthly targets for Member Support team – call volume, time to answer, average handle time, member satisfaction, and retrieval completions.