Job Posting: Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in. We have job openings in our Inbound Customer Experience Division! Your job will be taking care of the customer - “be the hero” as we say here at Ferguson Home Digital. You will be held accountable for your call quality and performance metrics within service. We expect each and every customer experience representative to be present, invested, and committed to the overall customer experience. The ideal candidate will exhibit superb relationship-building and problem-solving skills while providing exceptional service through sales. An exceptional Customer Experience representative will focus on maximizing opportunities within every interaction to drive revenue and overall company growth. If you identify with any of these qualities, keep reading as we want you to join our team! This role is approved to be fully remote within the United States in accordance with company policy. Pay: Earn a comprehensive compensation package, including: - Competitive base salary starting at $17.25 - Eligibility for our annual bonus program - Excellent benefits package Schedule Requirements: - This is a part‑time role requiring 30 hours per week, scheduled over 5 days. - Our Operating Hours are: - Monday–Friday: 5am–6pm Pacific/8am-9pm Eastern - Saturday: 6am–4pm Pacific/ 9:00am–7:00pm Eastern - Your schedule will fall within these operating hours - Evening and weekend shifts are common and should be expected In this role, you will: - Handle inbound calls and chats, averaging 30–35 interactions daily. This role primarily supports post-sales customers, with cross-skilled responsibilities for pre-sales support. - Provide single call resolution on all calls and handling escalations to the best of your ability. - Maintain excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs. - Maintain customer records by logging and retaining correct and precise information in Salesforce.com. - Identify website, process, product page, post-call related inefficiencies or bugs and report them using ServiceNow. - Work with a team of 5-10 Customer Experience representatives. - Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month. - Demonstrate strong verbal communication skills with the ability to engage customers. - Attend all scheduled small group trainings. - Complete all Brand Sales Trainings each month. Qualifications: - High School diploma or equivalent is required. - Minimum of 1-2 years of experience in a customer-facing, fast-paced, service-related role. - Proven experience utilizing internal tools and resources to solve customer issues. - Ability to type 40+ WPM for phones and 45+ for chat is required. - Familiarity with Microsoft Office. - Strong organizational skills. - Must be highly meticulous and have outstanding interpersonal skills. - Self-motivated, great teammate, quick learner, detailed and adaptable. Pre-employment drug and background screening required At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more! #Li-Remote - Pay Range: - Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience. - $15.00 - $19.04- Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles. - This role is Bonus or Incentive Plan eligible. - Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements. - The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. Equal Employment Opportunity and Reasonable Accommodation Information

• Support CX Onboarding & Implementation, Customer Success, and Support teams through rotational exposure to core workflows and initiatives • Assist with documenting and improving CX processes, SOPs, playbooks, and enablement materials • Help organize, validate, and maintain CX knowledge bases and internal documentation • Support data collection, reporting, and insights related to customer experience metrics (e.g., CSAT, NPS, case trends, QA themes) • Collaborate with CX partners on projects related to process optimization, tooling improvements, AI/automation support, and customer journey enhancements • Participate in CX team meetings, training sessions, and cross-functional working groups • Conduct research, synthesize findings, and present recommendations for improving customer experience and internal efficiency • Assist with ad hoc CX initiatives and special projects as business needs evolve • Prepare and present a final internship project highlighting learnings, outcomes, and recommendations

As an Eligibility Representative in Patient Access for Accredo, you’ll be part of a dedicated team which helps our specialty pharmacy patients coordinate their medication needs and pharmacy insurance coverage for complex medical conditions such as HIV, rheumatoid arthritis, and cancer.  This role is on the front lines with patients and doctors' offices, responding to phone inquiries and addressing each with care, detail, and most importantly, empathy.  Patient access starts with clarity, accuracy, and persistence. As an Eligibility Representative, you help remove insurance barriers so care can move forward without unnecessary delays. This role is built for professionals with healthcare insurance experience who take pride in detailed work and understand the importance of getting it right the first time. You will be part of a team that is ambitious in outcomes, compassionate in approach, and committed to continuous learning while supporting patients with complex coverage needs. - Responsibilities - Support the insurance clearance process by verifying pharmacy and medical benefits to enable timely access to specialty medications. - Review and interpret insurance eligibility, coverage details, and benefit limitations to determine clearance requirements. - Initiate outbound communication with insurance plans and third‑party payers to obtain benefit details, resolve coverage questions, and confirm authorization requirements. - Navigate prior authorization processes by gathering required information and ensuring payer criteria are met accurately. - Document benefit findings, authorization outcomes, and clearance decisions thoroughly and consistently within internal systems. - Manage multiple cases at various stages of clearance while meeting productivity and turnaround expectations. - Identify coverage discrepancies or access barriers and take ownership of resolution to keep cases progressing. - Apply feedback and payer knowledge to continuously improve accuracy, efficiency, and overall clearance quality. - Required Qualifications - Minimum of 1 year of experience in a healthcare or health insurance setting performing eligibility verification, benefits investigation, prior authorizations, or patient access support. - Direct experience working with insurance plans or payers, including outbound calls to obtain or clarify coverage information. - Working knowledge of pharmacy (PBM) benefits and medical benefits, with the ability to interpret plan details accurately. - Experience documenting insurance and authorization information with a high level of accuracy and attention to detail. - Ability to manage detailed, repetitive work in a structured environment while maintaining consistency and quality. - Strong written and verbal communication skills appropriate for professional interactions with payer representatives. - High School Diploma or equivalent. - Must live and work remotely in one the following states: Alabama, Indiana, South Carolina, or Tennessee. - Preferred Qualifications - Experience supporting specialty medications, infusion therapies, or high‑cost treatments. - Familiarity with insurance clearance workflows across commercial, Medicare, or Medicaid plans. - Experience using healthcare systems or platforms to track eligibility, authorizations, and case status. Why you’ll love working here · Fun, friendly, and unique culture – Bring your whole self to work every day! · Choice of unique medical plans · Prescription Drug, Dental, Vision, and Life Insurance · Employee contributions for HRA and HSA accounts · 401K with Company Match · Paid Time Off and Paid Holidays · Tuition Assistance If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

Department: 13451 Enterprise Revenue Cycle - Pre Registration Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Weekday, day shift, some weekends possible Pay Range $20.80 - $31.20 Major Responsibilities: - Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team. Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems. Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety. - Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA). - Knows insurance basics and recognizes commercial and government plans. Understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed. Understands and discusses financial information and obligations with patients. Knows how and when to refer patients to Financial Advocates. - Has knowledge of which rules, forms and questions must be enforced to make sure Advocate Health remains compliant with government agencies and regulations. Examples are HIPAA, Emergency Medical Treatment and Active Labor Act (EMTALA), Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), Advanced Beneficiary Notice (ABN). Obtains patient or guarantor signatures as required. - May schedule patient appointments: may also coordinate cancellations, reschedules, wait list requests, and recall requests. Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc. - Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service. Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages. Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc. - Monitors and works assigned electronic health record work queues, following the department’s approved process. Licensure, Registration, and/or Certification Required: - ​​None Education Required: - ​​High School Graduate. ​ Experience Required: - None Knowledge, Skills & Abilities Required: - Demonstrate the Advocate Health purpose, values and behaviors. - Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work. Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision. - Strong attention to detail and accuracy. - Excellent customer service skills in a variety of situations. Must have excellent service recovery skills. - Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns. - Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor. - Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan. - Interact with physicians and their staff to resolve issues related to patient care. - Collect and manage payments including cash payments and follow security related to cash handling. - Strong understanding and comfort level with computer systems. Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology. - Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process. - HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations. Ability to handle sensitive and confidential information according to internal policies. - General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers. Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements. - Excellent organizational skills. - Demonstrated ability to effectively act as a resource to other staff. Physical Requirements and Working Conditions: - ​​​This position may require travel, therefore, will be exposed to weather and road conditions. - Responds quickly to patient medical status and emergency situations occurring in clerical areas. - CPR certification may be required based on service location. - Notary training/licensure may be required as appropriate for service line and/or facility. - Operates all equipment necessary to perform the job. - Exposed to a normal office environment with significant patient and public contact. May be exposed to ill or contagious patients. - Must be able to transition from sitting to standing frequently. Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday. - Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more. Must be able to push/pull up to 50 lbs. with assistance. Occurs when moving equipment, supplies and/or when transporting patients through doorways, ramps and elevators. - Escorts patients to nursing units or outpatient departments as necessary. - Sensory requirements include vision, hearing and touch. Must also be able to speak clearly. - Must be able to use hands with fine motor skills for keyboard data entry. - May be asked to work a flexible schedule at times to meet the needs of the department. Preferred Job Requirements: Experience Required: - ​​ Preferred: experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.