• Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution • Troubleshoot technical platform issues, escalating when necessary • Advise our customers on best-practices with the Triple Whale platform and its use cases • Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business • Act as first line of defense for triaging & debugging platform health issues • Exceed customer expectations on response quality, timeliness of responses and overall customer experience • Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry

Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths. Provide excellent customer service primarily by telephone to all PacificSource customers. Assist customers with coverage/claims related questions. Accurately interpret benefits and policy provisions for all PacificSource products. Conduct appropriate research and follow-up for prompt resolution of disputed claims. Essential Responsibilities: - Work efficiently in a high volume call center while maintaining a professional, positive, and caring demeanor. - Assist callers with coverage related questions/concerns; accurately interpret policy provisions for assigned products. - Analyze customer’s inquiries and determine correct steps for resolution, interpret benefit information, and claims processing accuracy. Keep resource information up to date and well organized. - Work efficiently in multiple systems simultaneously while effectively utilizing critical thinking and problem solving skills. - Document calls in a clear and consistent manner in computer system. - Conduct appropriate research, take ownership and follow through for prompt resolution of disputed claims. - Relay information to appropriate departments and personnel using established communication channels and procedures. - Make outbound calls to members as necessary dependent upon current outreach campaign. Supporting Responsibilities: - Meet department and company performance and attendance expectations. - Be aligned with PacificSource company values. - Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information. - Perform other duties as assigned. SUCCESS PROFILE Work Experience: One-year medical insurance, other healthcare related field, call center or customer service experience required. CPT/ICD-10 coding preferred. Education, Certificates, Licenses: High School Diploma or equivalent required. Knowledge: Basic understanding of insurance and medical terminology, coding and standard medical billing practices preferred. Proficient computer skills, typing, and 10-key required. Strong written and verbal communication skills. Competencies: Building Customer Loyalty Building Strategic Work Relationships Contributing to Team Success Planning and Organizing Continuous Improvement Adaptability Building Trust Work Standards Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately less than 5% of the time. Skills: Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork Compensation Disclaimer The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range. Base Range: $32,311.65 - $51,698.64 Our Values We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business: - We are committed to doing the right thing. - We are one team working toward a common goal. - We are each responsible for customer service. - We practice open communication at all levels of the company to foster individual, team and company growth. - We actively participate in efforts to improve our many communities-internally and externally. - We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community. - We encourage creativity, innovation, and the pursuit of excellence. Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively. Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

Job Responsibilities and Requirements Job Responsibilities and Requirements: The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. Representatives work closely with our callers to address questions and provide policy related information through building a professional rapport to address all levels of a customer’s inquiry. Duties and Responsibilities: • Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants • Communicates complex information in terms callers will understand • Resolves a wide variety of questions and inquiries for our customers • Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information • Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues • Follows up on customer inquiries when needed • Maintains established levels of productivity and quality standards within a fast-paced environment • Handles call volume and assigned service tickets/inquiries during assigned timeframes • Completes assigned tasks and any other duties as assigned when needed • Has developed broad specialized skills or is multi-skilled through job-related training and considerable on-the-job experience • Completes work with a limited degree of supervision • Likely to act as an informal resource for colleagues with less experience • Identifies key issues and patterns from partial/conflicting data • Problems typically are not routine and require analysis to understand • Takes a broad perspective to problems and spots new, less obvious solutions Required knowledge, skills, abilities, competencies and/or related experience: *or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience* • High School Diploma, or equivalent, required. Relevant Associates Degree highly preferred • 1-3 years of call center experience or equivalent customer service experience required • Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required • Excellent verbal and written communication skills • Excellent problem-solving skills to handle customer problems in a timely and professional manner required • Financial Services or Insurance industry experienced preferred • Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required • Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers • Ability to multi-task and collaborate in a team-focused environment • Working knowledge in Microsoft Office Applications Ability to Travel: None COMPETENCIES • Collaboration • Drive for Excellence • Communication • Learning Agility • Leading Self PHYSICAL REQUIREMENTS When used in the description below, the following terms are defined as: “Occasional”: done only from time to time, but necessary when it is performed “Frequent”: regularly performed; generally an act that is required on a daily basis “Continuous”: typically performed for the majority of an employee’s shift Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Standard Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law. The expected hiring range for this position is $18.00 hourly. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future. Work location may be flexible if approved by the Company. What We Offer At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you. That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing. Our Benefits: - An annual performance bonus for all team members - Generous 401(k) company match that is immediately vested - A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account - Multiple options for dental and vision coverage - Company provided Life & Disability Insurance to ensure financial protection when you need it most - Family friendly benefits including Paid Parental Leave & Adoption Assistance - Hybrid work arrangements for eligible roles - Tuition Reimbursement and Continuing Professional Education - Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service. - Volunteer days, community partnerships, and Employee Assistance Program - Ability to connect with colleagues around the country through our Employee Resource Group program Our Values: - Integrity - Empowerment - Compassion - Collaboration - Fun EEO Statement Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications. #LI-Remote #LI-MR1

URAC – Drug Testing Required POSITION SUMMARY: Boston Medical Center (BMC) provides a specialty pharmacy service to serve the complex medication needs of its chronic patients. BMC Specialty Pharmacy will provide patients who require specialty drugs a comprehensive service program that includes an on-site pharmacy staffed with a care team that includes Pharmacists, Pharmacy Technicians and Pharmacy Liaisons. The cornerstone of BMC's Specialty Pharmacy approach is an unparalleled level of integration with the clinical team coupled with highly personalized service, thus driving better outcomes at lower cost. The Pharmacy Patient Liaison is a unique role that provides integrated support to patients and pharmacists by providing a 'hands-on' approach to total quality patient care. This position is essential to the growth and sustainability of the specialty pharmacy business and plays a central role in supporting the health system’s operating margin. This hybridized role is a unique combination of patient service delivery and business performance. The Pharmacy Patient Liaison works closely with patients to deliver a full continuum of medication adherence support by utilizing BMC's various tools and applications. The Pharmacy Patient Liaison is responsible for providing technician pharmacy services with an emphasis on performing assigned tasks that require working independently and increased competency relating to patient medication therapy. Position: Prior Authorization Liaison - Specialty Pharmacy Department: Specialty Pharmacy Schedule: Full Time ESSENTIAL RESPONSIBILITIES / DUTIES: Pharmacy Patient Liaison Responsibilities - Navigate Electronic Medical Records (EMR) and manage documentation, prior authorizations, and financial assistance processes accurately and efficiently - Communicate effectively across clinical and administrative teams and with patients to support hospital initiatives, medication access, and patient care - Exercise sound judgment to resolve complex patient care issues and escalate appropriately to ensure safety and quality - Manage workload independently in a fast-paced environment while demonstrating strong technical proficiency and problem-solving skills - Train, mentor, and support new staff to uphold operational standards and maintain high-quality service delivery - Document and triage patient interactions and pharmacy-related concerns to ensure safe, coordinated care and medication adherence - Foster trusting relationships with providers, care teams, ancillary staff, and patients to enhance collaboration, transitions of care, and patient retention Prior Authorization Responsibilities - Assess and extract clinical documentation to meet payer criteria for drug approvals - Cultivate payer relationships and stay current on payer requirements within assigned areas to optimize patient outcomes and maximize medication access - Proactively identify barriers to medication access and develop solutions to improve patient adherence - Evaluate, monitor, and pursue financial assistance opportunities to reduce patient out-of-pocket costs - Manage financial assistance applications and support processes throughout the patient’s medication journey Must adhere to all of BMC’s RESPECT behavioral standards. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS REQUIRED EDUCATION AND EXPERIENCE: - Requires a high school diploma (or state accepted equivalency) - Must have a minimum of 4 years of pharmacy experience - Pharmacy Interns must be in their 2nd year - As part of the employment screening process, to be compliant with URAC requirements, employees hired into this role must pass a drug screen. PREFERRED EDUCATION AND EXPERIENCE: - AA or BA - Knowledge of transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies - Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served - Experience with submission of prior authorization requests to third party payors - Familiarity with 340B drug program and ACO hospital models - Knowledge of QS1/NRx, EPIC, Salesforce, Navinet CERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED: Must be currently registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy in Massachusetts. Must have/maintain national technician certification through PTCB or exCPT. KNOWLEDGE, SKILLS & ABILITIES (KSAs): - Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone. - Excellent interpersonal skills to provide superb personalized customer service and to instill confidence and to advocate for patients; ability to explain required information to customers in a comprehensible manner. - Other professional skills and qualities: organized, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependable, empathetic, focused on quality service, goal oriented. - Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations. - Must practice discretion and confidentiality as position deals with highly sensitive and private data. - Ability to understand, explain, and actively promote the hospital’s objectives through direct coordination and commitment to the program’s goals. - Flexibility to adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc. - Highly proficient in Microsoft Office particularly Excel, Word, and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities; and ability to extract necessary information. Compensation Range: $26.92- $37.74This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location. Equal Opportunity Employer/Disabled/Veterans According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.