• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction. • Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. • Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. • Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. • Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. • Write, edit, and publish technical, topic-based knowledge articles that enable self-service. • Optimize self-help content based on customer feedback and AI-driven recommendations. • Evangelize and maintain voice and style consistency across all customer-facing content. • Promote a culture of knowledge sharing and continuous learning within the organization. • Report on chatbot and knowledge base performance metrics, highlighting impact and opportunities for improvement.

• Coordinate software support for business units • Troubleshoot complex technical questions and assist users • Perform security access audits and maintain system tools • Manage APIs integrating pharmacy systems • Analyze processes for efficiency improvements • Collaborate with internal and external stakeholders for project progress

• Answer telephone promptly and in a polite and professional manner • Obtain and enter accurate demographic information into electronic medical record • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization • Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels • Meets and exceeds call volume standards • Adheres to all HIPAA policies • Adheres to all Sequence Health policies • Direct calls to other departments as needed • Use sound judgment in handling calls, especially with upset patients • Understanding of when to escalate calls to physicians/practice manager/triage nurse • Make reminder calls as requested • Make calls to reschedule appointments when necessary • Provide assistance with call backs and other projects as call volume permits • Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

• Written administration and adjustment of Family Medical Leave Act (FMLA), state, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies • Communicate clearly and concisely with Human Resources while identifying their needs and educating them on leave concepts and next steps • Meet production and quality goals set by the Absence Department • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the HR/employee circumstance while maintaining professionalism at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Provide innovative ideas that can support the ongoing growth of the Absence Department