Role Description An Alivi Contact Service Representative (CSR) will provide prompt and courteous support to the Members of our health plan partners address inquiries about our services and assist in managing the health plan partners supplemental programs and value-based benefits. The CSR role requires excellent communication skills, empathy, patience, and attention to detail during data entry and while speaking with members. This role is an important part of our commitment to the happier and healthier life of our members. - Assist inbound inquiries from health plan members and representatives regarding the transportation services offered through our health plan partners. - Actively listen and respond quickly and professionally to all customer calls. - Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction after call survey. - Follow all HIPAA and compliance protocols to ensure the protection of all members' protected health information (PHI). - Escalate transportation and customer service concerns to contact center leadership team. - Complete Alivi’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing score. - Complete and sign all compliance courses. Qualifications - Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience. - Must be able to sit for 8 hours or more a day. - Must be able to wear a headset for a minimum of 8 hours a day. - Excellent written, communication, and data entry skills. - Moderate experience in Microsoft Teams, Outlook, and Word. - CSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’s. - CSRs are required to be on camera during all training and meeting sessions. - Must be able to adapt to high and fast-paced call volume. - CSR’s must comply with attendance and punctuality expectations (PTO Policy). - CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps. - Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members). - Fully bilingual: English/Spanish only. Requirements - BYOD (Bring Your Own Device): Candidates must provide their own equipment to successfully perform the job functions listed. Competencies - Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. - Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. - Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. How We Behave: Our Core Values - Collaborative: We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions. - Entrepreneurial: We are personally committed, and hunger for Alivi’s success; We show passion and do more with what we have; We don’t give up, and always find ways to get the job done. - Dynamic: We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles and projects. Key Performance Indicators - Customer Satisfaction Score (CSAT) ≥ 95%: Measures customer satisfaction from post-call surveys. - Calls Per Hour (CPH) ≥ 8.5: Average number of calls handled by the agent per hour logged in. - Average Handle Time (AHT) Within 5 minutes: Total time spent per customer interaction (talk + hold + wrap-up). - Occupancy % ≥ 80%: Percentage of time agent was servicing calls and/or available to service calls. - Call Quality Score ≥ 95%: Based on QA reviews for professionalism, accuracy, and adherence to script. - Adherence to Schedule ≥ 92%: Measures how well agents follow their assigned shifts and breaks. - Attendance Rate ≥ 98%: Tracks presence and punctuality during scheduled hours. Unplanned occurrences are tracked using a rolling 6 month point system.

Why Work for Quontic? Quontic Bank is a CDFI federally chartered digital community bank. We have a customer-centric culture built around helping our customers and giving back to local communities. We're making homeownership simpler, faster, and most importantly, more accessible for all communities across the United States. Who We are Quontic is the adaptive digital bank that empowers its customers financially while embracing their diverse circumstances. Quontic's mission to break the system for financial empowerment stands in the face of big banks and proves there is a better and more equitable way to put the customer first. We focus on truly understanding and serving the underdogs, entrepreneurs, gig-economy workers, immigrants, and more with a curated banking experience as opposed to a one-size-fits-all banking approach. What We Live By Whatever your role, we are bound by a spirit of collective commitment and excellence in all aspects of our work. As an employee of Quontic, the importance of your contributions cannot be overstated. You are an important part of our team! Your Primary Responsibilities Include: The primary function of the Senior Loan Processor is to ensure the efficient and accurate processing of retail mortgage loans. Serve as a point of escalation for junior processors on the team. This is an approximately 5 month temporary contract position. Job Responsibilities: - Provide exceptional customer service to borrowers, loan officers, and other stakeholders throughout the loan process, addressing concerns and inquiries promptly. - Collaborate closely with loan officers, underwriters, and other team members to facilitate the smooth and timely execution of mortgage transactions, while maintaining a strong focus on customer satisfaction and compliance with regulatory guidelines. - Review and analyze loan applications for retail mortgage loans, including conforming and non-conforming loans; ensure all required documentation is accurate, complete, and complies with internal policies and regulatory guidelines. - Verify the accuracy and completeness of applicant information, such as income, employment, credit history, and assets, to assess the borrower's creditworthiness and ability to repay the loan. - Collect and organize all necessary documentation, including pay stubs, tax returns, bank statements, and other financial records, from applicants and third-party sources. - Maintain regular communication with loan officers, borrowers, and third-party vendors to provide updates on loan status, address inquiries, and obtain missing information. - Ensure all loan files are properly documented, organized, and tracked in the loan origination system, adhering to bank policies and compliance standards. - Prepare and submit completed loan packages to underwriting for approval, including reviewing conditions and addressing any outstanding issues promptly. - Adhere to all federal, state, and local regulations governing mortgage lending, as well as internal policies and procedures, to ensure full compliance at all stages of the loan process. - Perform thorough reviews of loan files to identify and resolve potential issues or discrepancies, ensuring accuracy and completeness. - Identify opportunities for process optimization and efficiency gains, contributing to the continuous improvement of loan processing procedures. - Support and mentor junior loan processors, offering guidance and expertise to foster their professional development. - Perform special projects, and additional duties and responsibilities as required.

• Conduct nutritional assessments and develop personalized dietetic plans for clients • Provide ongoing dietetic counselling and support to clients and their families • Maintain accurate and confidential client records • Participate in virtual team meetings and training sessions

Our Benefits - Comprehensive Health Coverage: Medical, dental, and vision plans to keep you and your family healthy. - Competitive Pay & Full Benefits: A salary and package designed to reward your expertise and dedication. - Paid time off - Flexible scheduling - Future Security: 401(k) with matching. Job Summary The Bilingual Patient Accounts Representative is responsible for assisting patients, clinics, and internal stakeholders with account inquiries, payment processing, and insurance verification. This role ensures accurate and timely resolution of patient financial concerns, including billing questions, payment posting, and claim rebilling, while maintaining compliance with corporate policies and regulatory standards. Essential Functions - Responds to patient inquiries regarding account balances, billing statements, and insurance claims, ensuring timely resolution within two business days. - Processes and posts credit card payments daily, ensuring compliance with company policies and financial controls. - Verifies and updates insurance coverage, confirming patient-provided information before adding coverage in the Athena software and setting claims for rebilling. - Establishes patient payment arrangements in accordance with organizational policies and guidelines. - Processes received mail and correspondence, ensuring account-related documents are handled within two business days. - Closes daily and monthly payment/deposit batches, ensuring reconciliation accuracy and compliance with accounting policies. - Logs inbound and outbound calls in the ticketing system, maintaining accurate documentation of patient interactions. - Collaborates with internal departments, including billing, revenue cycle, and insurance verification teams, to resolve patient account concerns efficiently. - Assists with financial assistance applications and payment plan inquiries, providing guidance to patients based on eligibility criteria. - Performs other duties as assigned. - Maintains regular and reliable attendance. - Complies with all policies and standards. Qualifications - H.S. Diploma or GED required - Associate Degree in Business, Healthcare Administration, Medical Billing, or a related field preferred - 1-2 years of experience in patient accounts, medical billing, insurance verification, or customer service in a healthcare setting required - 1-3 years of experience in a call center work environment preferred - Experience with Athena software, electronic health records (EHR), and insurance billing systems preferred Knowledge, Skills and Abilities - Basic knowledge of medical billing, insurance claims, and patient financial services. - Proficiency in payment processing, account reconciliation, and financial transactions. - Strong attention to detail and ability to review patient accounts for accuracy and compliance. - Excellent verbal and written communication skills, with the ability to explain billing statements and payment options to patients. - Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and healthcare billing software. - Strong problem-solving and organizational skills, with the ability to prioritize tasks and meet deadlines. - Knowledge of HIPAA regulations and ability to maintain patient confidentiality. We know it’s not just about finding a job. It’s about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible. The PPSI Team and Athena work alongside the Clinic Leaders and staff with the common goal of creating a clean and efficient revenue cycle. Community Health Systems is one of the nation's leading healthcare providers. With healthcare delivery systems in 36 distinct markets across 14 states, CHS operates 69 affiliated hospitals with more than 10,000 beds and approximately 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, imaging centers, cancer centers, and ambulatory surgery centers.