Role Description Lattice is investing in AI to scale and improve our customer support experience. Our AI assistant, Fin by Intercom, handles a large share of incoming customer interactions and serves as the first point of contact for many support requests. The Customer Care AI Specialist will own the ongoing performance and improvement of our AI support experience. This role focuses on how Fin performs, identifying opportunities to improve answer quality and customer experience, and implementing workflow and knowledge updates to help customers get the answers they need faster. You’ll work closely with teams across the business to ensure our AI support is accurate, helpful, and continuously improving. - Own Fin performance and continuous improvement - Stay informed about new Fin features and help maintain the Lattice x Intercom partnership - Analyze front-line support data - Improve knowledge and content coverage - Proactively test and QA the AI experience - Collaborate across teams - Maintain and improve workflows Qualifications - Familiarity with AI support tools, chatbots, or LLM-based systems - Experience working with customer support platforms such as Zendesk, Intercom, Salesforce, Jira, or Guru - Experience improving operational processes or customer support workflows - Interest in using data to improve systems and workflows - Ability to work independently and navigate ambiguity in a fast-paced environment - Strong collaboration skills and ability to work across different teams - Clear written and verbal communication skills - A customer-first mindset and empathy for customer support experiences Requirements - Experience configuring or improving AI support tools - Experience with workflow automation or integrations - Familiarity with knowledge management or support content strategy Benefits - Medical insurance - Dental insurance - Vision insurance - Life, AD&D, and Disability Insurance - Emergency Weather Support - Wellness Apps - Paid Parental Leave - Paid Time off inclusive of holidays and sick time - Commuter & Parking Accounts - Lunches in the Office - Internet and Phone Stipend - 401(k) retirement plan - Financial Planning - Learning & Development Budget

• Manage training projects and documentation development for assigned applications • Monitor helpdesk and equipment needs • Develop, implement, and deliver training programs for all levels of pharmacy personnel • Assist employees with problems concerning “how to” perform specific tasks related to the pharmacy systems • Perform routine internal audits to monitor quality markers and various reporting metrics in order to improve pharmacy quality and audit performance • Support the pharmacy accreditation process for the pharmacy system

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary As a Healthcare Customer Service Representative - Tallahassee, FL - Hybrid at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. Your role in our mission - Answers telephones and responds to basic customer questions and/or forwards to appropriate personnel and provides consultancy utilizing knowledge and expertise on insurance and healthcare. - Develops and implements general insurance and health care policies in accordance with state and federal laws and provides expertise to investigate and adjudicate claim characteristics that do not match policy provisions. - Responds to provider appeals and meets with providers to resolve problems/issues. Advises provider review councils, state officials and works with organized healthcare groups and associations on various medical issues related to insurance and healthcare programs. - Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation. - Interfaces with team members, management, and customers in reference to customer service issues. Review and recommends modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions. What we're looking for - 2 or more years of customer service experience in any industry - Knowledge of basic help desk software, computer software and Microsoft Office applications - Strong problem-solving skills to bring inquiries to effective resolution - Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally - Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries What you should expect in this role - Call Center Hours of Operation: 7:00 AM – 6:00 PM candidate must be able to work any assigned 8 hour shift between these hours. - This is a remote position for candidates living in the state of Florida - Video cameras must be used during all interviews, as well as during the initial week of orientation. - Full-time (40 hours a week) - Most benefits start on first day of employment - Remote (work from home) - In order to effectively work as a teleworker with Gainwell, employees Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance. - To Test your internet download and upload speed: - Go to Google - Search for Internet Speed Test or click here. “This posting is intended for pipelining. We will accept applications on an ongoing basis.” #LI-HYBRID #LI-PP1 The pay range for this position is $37,440 - $41,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Work Schedule: Mon-Fri, 9:00pm-5:30pm CST This position has advanced support responsibilities within the EAP department and performs a variety of duties related to coordination of services for EBH customers, providers, and client HR/managers. Provides assistance to EAC and Clinical Navigation and Support teams administratively and by locating providers to respond to requests for Critical Incident services; scheduling Telephonic Consultation appointments; securing urgent appointments for participants in crisis and/or management referral cases; performing ad hoc provider searches and negotiating rates for services with out of network providers; coordinating provider schedules with customer needs for extended onsite services (i.e., coordinating layoff services for multiple sites.). This position has a significant impact on the quality of EAP services provided to high-level management within our client companies. Services are being rendered, often to the level of management within the company that has authority and responsibility for contract retention with Evernorth. RESPONSIBILITIES: - Locate Critical Incident Health Care Providers for the Critical Incident Stress Management (CISM) cases handled by the Employee Assistance Consultant (EAC) staff. - Educates providers regarding protocols for CISM services, including maintaining appropriate communications with client contacts, providing information on Employee Assistance Program (EAP) benefits, and reviewing billing reimbursement procedures. - Find EAP providers for urgent appointment requests, management referrals, and for crisis calls/crisis situations handled by the EAC and CN&S teams. - Assists with Telephonic Consultation Scheduling, including managing the Outlook calendar, Outlook bin, TruCare bin, and inbound call queue. - Conduct outreach calls for scheduled appointment telephonic consultations. - Conduct EAP Ad Hoc searches for EAC management referral cases when indicated. - Outreach EAP Participants to conduct an EAP Participant Survey. - Process and file ROIs, SAP Claims, EAP Case Closure Requests, and more. - Process Critical Incident Provider Reimbursement forms for Accounts Payable and troubleshoot payment inquiries from providers as needed. - Maintain all documentation in Aster and DG for CISM requests and provider reimbursements. - Maintain documentation for Telephonic Consultations and Management Referrals in TruCare and/or CAMS. - Assist clinicians with administrative needs & 911 calls. - Conduct outreach attempts on MDLive & EBCG Referrals to connect customers to behavioral health resources. - Process restricted account administrative handoff requests by consistently monitoring a TruCare Bin, Outlook Bin and Webex Chat. - Complete assigned projects for process improvements. - Consistently meet handle time, wrap up, and quantity goals currently in place for the year. QUALIFICATIONS: - Bachelor’s degree; mental health field preferred - Minimum of two years related work experience - Strong attention to detail required - Strong interpersonal skills - Ability to independently problem solve - Ability to be a self-starter - Takes initiative with a team-oriented attitude - Excellent organizational skills are necessary to ensure all related paperwork is accurate and processed in a timely manner. - Able to pivot between tasks quickly - Technical knowledge of automated databases, tracking systems, and spreadsheet applications - Excellent PC skills - Strong numeric skills - Proven customer service skills 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. For this position, we anticipate offering an hourly rate of 24 - 37 USD / hourly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. 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.