• Answer inbound patient calls in a high-volume call center environment, providing assistance billing questions. • Escalate unresolved issues to the Accounts Receivable (AR) team. • Process payments and set up payment plans. • Communicate effectively to resolve billing concerns. • Build rapport by being courteous and friendly. • Maintain professional and respectful relationships, representing the Business Office, clinic, and physician in a positive light. • Refer complex or difficult calls/situations to the team lead or manager. • Other duties and projects as assigned.

• Manage inbound and outbound communications across phone, email, and fax, ensuring inquiries are addressed or routed appropriately. • Coordinate and collaborate with internal teams (Customer Care, Sales, Lab, Billing, Pathology Labs) to support case resolution and ensure timely sample receipt. • Document and maintain accurate records in LIS and Salesforce, including requisitions, call notes, and case updates. • Support product-specific workflows, such as tissue procurement, report distribution, insurance follow-ups, and shipping coordination. • Contribute to a positive customer experience by resolving issues efficiently and professionally across multiple product lines. • Participate in process improvement efforts by sharing feedback and helping refine support procedures. • Ensure compliance with healthcare regulations and company policies in all aspects of work.

Role Description The Customer Service Representative (CSR) is responsible for handling inbound calls for multiple clients in a courteous, professional and timely manner. Primary responsibilities include: - Deliver exceptional customer service to all callers - Answer incoming calls in a timely manner - Identify caller’s needs for call resolution - Adhere to company scripts and procedures to ensure consistency - Provide customers with product and service information - Accurately process online reservations - Accurately document call information and interactions - Maintain knowledge base of evolving products and services - Identify and escalate issues to supervisors - Maintain Quality Assurance standards - Ongoing training for all CCS client programs and accounts - Other duties as assigned Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment. Qualifications - G.E.D. or higher education level - One year of call center or customer service experience - Understanding of basic computer hardware, software, and general systems - Computer navigation & typing skills to manage multiple programs, platforms, and systems - Ability to identify, understand, and protect confidential information - Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction - Excellent written communication and documentation skills - Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules - Strong problem-solving skills and attention to detail Requirements - Availability: 20-40 hours per week - Available Saturday or Sunday - Available shifts: - 4:30 PM - 12:30 AM CST - 8:00 AM - 6:00 PM CST - 10:00 AM - 9:00 PM CST - 7:00 AM - 12:00 PM CST - 12:00 PM - 6:00 PM CST - Equipment Requirements: - Keyboard - F1 - F12 keys, Page Up/Page Down - Two monitors - Webcam - Ability to connect to internet via an ethernet cord (WIFI not permitted) - Wired USB Headset - Windows 11 - 8 gigs of RAM or more (Installed Physical Memory) - Intel i3 or AMD Ryzen 3 CPU or better Benefits - Work from home - Monthly Performance Bonus Opportunities - Medical insurance (full-time employees) - Dental, and Vision insurance (full-time employees) - 401k - Paid time off - Life insurance - Holiday incentive pay - Employee events and activities - Advancement opportunities A two-week remote training begins Monday, April 6th and follows the schedule of Monday - Friday.

• Use the “Heart of a Teacher” mindset to leverage Outbuild’s scheduling solutions • Responsible for prompt and accurate resolution to customer’s questions • Champion of keeping educational content up to date • Manage service tickets through in-app live chat • Communicate and brainstorm with team members for client solutions • Identify product improvements based on customer needs and trends • Manage the production and maintenance of online learning resources • Develop learning strategies with marketing for client outcomes • Build trust with key contacts at project and company levels • Conduct virtual and occasional onsite training