• Provide professional technical support via WhatsApp, Email, and other channels • Investigate, reproduce, and resolve product-related issues • Partner with customers to ensure they successfully onboard and fully utilize new features of the Kegmil platform • Document technical bugs and feature requests clearly for the Product and Engineering teams • Build and maintain the SaaS Knowledge Base (FAQs, help articles, video tutorials, and internal scripts) • Monitor and meet core SaaS support KPIs, including Response Time, Resolution Time, and CSAT (Customer Satisfaction) • Provide weekly reports on customer feedback and common friction points to help shape the Product Roadmap

• Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model. • Work with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs. • Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations. • Form working relationships with all partners. • Support the leadership team by identifying issues through established escalation pathways. • Monitor and track the health of all assigned work-in-progress issues. • Escalate and resolve issues to ensure appropriate turnaround times. • Participate in process improvement projects. • Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI). • Other duties as assigned.

• Lead qualitative research and synthesize learnings into actionable insights and artifacts • Plan and lead ideation workshops with cross-functional partners • Envision and conceptualize new customer journeys and experiences • Stand up experiments and pilots for new experiences • Work collaboratively with cross-functional departments

• Engaging patients over the phone to deliver Arine's services on behalf of their health plan, including explaining clinical programs and benefits • Identifying potential medication-related and health-related issues and escalating them to the pharmacist • Obtaining provider contact information to facilitate the delivery of clinical interventions • Obtaining patient information required for clinical interventions • Answering phone calls from patients, providers, and pharmacies and responding to inquiries professionally • Accurate record keeping in Arine's software platform • Participating in process improvement meetings and team meetings to optimize workflows • Following up with hospitals, clinics, pharmacies, and patients to resolve clinical issues and concerns • Preparing and mailing patient educational materials and other necessary items as needed • Scheduling patients for telephonic or videoconference appointments with clinical pharmacists • Assisting with obtaining referrals and authorizations • Undertaking other assigned projects