Role Description As an HRA Operations Associate, you will serve as both a licensed insurance agent and a member experience specialist, acting as a key frontline representative for our members. This hybrid role combines insurance enrollment expertise with day-to-day member support responsibilities. You will be the first point of contact for members navigating their insurance options and Vitable benefits. The majority of your time will be spent assisting members over the phone with enrollments, plan education, and benefit questions, while also supporting general member inquiries related to their Vitable care experience. Responsibilities Include But Are Not Limited To: - Provide a seamless, high-quality support experience to members - Assist members with insurance education, eligibility, and enrollment support - Submit applications to carriers and own cases through approval - Answer qualifying and benefit-specific questions - Troubleshoot carrier-related or cross-functional issues requiring deeper investigation - Help members navigate the healthcare system and understand their coverage - Coordinate resources for members needing services outside Vitable’s scope, especially when related to the HRA plan - Conduct proactive outreach to educate members or eligible employees about Vitable offerings - Assist with member enrollment and onboarding activities to support member enrollment rate and utilization goals - Surface workflow gaps and propose improvements with manager guidance Qualifications - Active health insurance license - Experience working with Healthcare.gov and/or state-based exchanges (e.g., Covered California) - Bachelor’s degree or equivalent work experience - 1+ years of experience in customer service, insurance support, or operations - Strong verbal and written communication skills - Ability to stay patient, empathetic, and composed under pressure - Passion for healthcare access and delivering a high-quality member experience Requirements - Experience using Zendesk or similar CRM platforms - 5+ active state licenses - Fluently bilingual - Experience collaborating cross-functionally within operations teams - Experience documenting workflows or contributing to process improvements Benefits - 100% Silver Plan + Full Medical Coverage - Dental and Vision Coverage - 401(k) and Life Insurance - Access to Vitable’s Primary Care membership - Unlimited PTO - Remote-first culture with a supportive team - MacBook and any other gear you need - Home office setup stipend - Competitive equity package

Role Description As a Reimbursement Case Manager, you provide inbound and outbound phone support and serve as the primary contact for patients, caregivers, and providers. You will facilitate a collaborative process that gauges, coordinates, and monitors patient needs and appropriately facilitate a patient’s journey utilizing services offered through the Patient Support Program on behalf of a manufacturer. The primary function is to provide unparalleled customer service to patients, caregivers, and providers as a dedicated contact by coordinating resources, exchanging information, and ensuring appropriate delivery of services. These services include handling the day-to-day activities within reimbursement services, such as daily interactions with healthcare insurance companies to verify the financial aspects of healthcare services to ensure patients have access to life-saving treatments they need. Responsibilities - Serve as an expert on reimbursement, co-pay, foundation assistance, PAP issues, and other forms of available support. - Handle patient and healthcare provider interactions. - Advocate for patients regarding eligibility requirements, program enrollment, reimbursement process, affordability support, and general access for prescribed therapy. - Establish relationships, develop trust, and maintain rapport with patients, payers, and healthcare providers. - Act as direct point of contact to healthcare providers for ongoing support and relationship development. - Verify insurance coverage, medical billing, reimbursement process, and general access for complex pharmaceuticals. - Evaluate program enrollment forms for data integrity. - Conduct insurance benefit investigations and triage cases according to program standard operating procedures. - Follow program guidelines and escalate complex cases according to program policy, SOPs, Call Guides, and other program materials. - Document status/background in case notes, communicate patient benefits, assist in the PA/Appeals process. - Understand and explain benefits offered by all payer types including private/commercial and government (i.e., Medicare, Medicaid, VA, and DOD). - Act as an assigned liaison to client contacts, Program Management, other internal stakeholders, and Healthcare Providers. - Maintain records in accordance with applicable standards and regulations to the programs/promotions. - Provide unparalleled customer service while serving as a brand advocate and program representative. - Work with the Program Manager to maintain open lines of communication regarding patient status, prescriber feedback/satisfaction, and program effectiveness. - Understand health and disease states of patients of the programs. - Maintain a high level of ethical conduct regarding confidentiality and privacy. - Help maintain team morale by consistently demonstrating a positive attitude. - Adhere to training deadlines for all corporate policies and procedures governing access to confidential data. - Ensure all SOPs are followed with consistency. - Conduct miscellaneous tasks or projects as assigned. - Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events). Qualifications - Associate or Bachelor’s degree preferred; or a minimum of 4 years of call center or customer service experience with progressive levels of responsibility within a service-driven environment. - Ability to communicate effectively both orally and in writing. - Knowledge of medical insurance terminology and reimbursement/insurance, healthcare billing, physician office, health insurance processing or related experience. - Excellent problem-solving and decision-making skills required. - Attention to detail and committed follow-through in communication with patients, providers, and internal stakeholders. - Strong organizational skills. - Willing to work in a dynamic, fast-paced environment and have the ability to multi-task and adapt to change while adhering to Program Standards. - Strong interpersonal skills, ability to work both independently and as part of a team. - Empathetic listening skills in order to interact effectively with patients and providers. - Punctual, reliable with a strong attendance record. - Proficient with Microsoft products. Physical Demands & Work Environment - Regularly required to talk or hear. - Frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. - Prefer candidates who can type at least 35 words per minute with 97% accuracy. - Minimal flexibility to travel as needed is preferred. - This job operates in a professional office environment using standard office equipment such as computers, phones, photocopiers, etc. Benefits - Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs. - Additional health support, including telehealth and Employee Assistance Program (EAP) services. - Company match on Health Savings Account contributions. - Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000. - Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability. - 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting. - Paid Time Off (PTO) and Sick Leave to support work-life balance. - Nine paid holidays plus two floating holidays. - Opportunities for advancement in a company that supports personal and professional growth. - A challenging, stimulating work environment that encourages new ideas. - A mission-driven, inclusive culture where your work makes a meaningful impact. Our Commitment to Equal Opportunity At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products, and our community. Valeris is proud to be an equal opportunity employer.

• Provide inbound customer support via phone and chat • Assist customers with tax software navigation and product usage • Identify issues and apply the correct support workflows • Maintain accurate case documentation and interaction notes • Deliver professional, empathetic service aligned with brand standards • Escalate cases outside Tier 1 scope following defined routing procedures

• Provide inbound customer support via phone and chat • Assist customers with tax software navigation and product usage • Identify issues and apply the correct support workflows • Maintain accurate case documentation and interaction notes • Deliver professional, empathetic service aligned with brand standards • Escalate cases outside Tier 1 scope following defined routing procedures