Overview Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process. Position Summary: The Customer Advocacy Representative supports Concentra's patients with their inquiries regarding facility and services and employers with their portal related requests. The Customer Support team is responsible for ensuring our customers are supported if they need assistance with our portal, travel health, or their visit to one of our medical centers. Responsibilities - First point of contact for incoming customer service, Customer Portal, and travel health calls - First point of escalation for all customer complaints to Operations - Review and process all inquiries/issues from patients and employers - Review, processes and supports client updates or issues for patients and employers while maintaining department standard operating procedures - Input data into closed loop proprietary database system - Validate data for accuracy to ensure the highest level of data integrity - Record all appropriate information via internal applications - Responsible for daily completion of cases/triage while meeting production requirements - Communicate with employers for account verification for customer portal and eScreen’s Extranet issues - Escalate HIPPA incidents to leadership - Schedule and inform travel health appointments in a timely manner - Troubleshoot complaints pertaining to portal & reporting issues in all applicable systems - Coordinate with Information Systems on all technical issues which cannot be resolved with internal troubleshooting process - Identify trends or patterns in account data and/or efficiencies - This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Qualifications Physical Requirements: - Must be able and willing to travel to Addison, Tx to complete new hire orientation. Education/Credentials - High school diploma or GED equivalent - Some college courses in Business Administration or in a related field from an accredited college/university, preferred Job-Related Experience - Customarily has at least one or more years of experience in a call center environment - Proven ability working in multiple systems/applications simultaneously while on the phone Job-Related Skills/Competencies - Proficient user of Customer Relationship Management (CRM) system and Centralized Customer Management (CCM) system, Customer Portal, and eScreen’s Extranet - Comfortable with using technology and able to learn new systems/applications - Skilled at multitasking in multiple systems/applications simultaneously - Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions - Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism - The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies - Effective ability to work in a team environment, as well as independently when required - Effective interpersonal and communication skills a must; ability to read, write, and speak professionally - Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook) - Ability to work well with others - Comfortable in a high-demand environment - Ability to retain and apply new information quickly - Concentra core competencies of service mentality, attention to detail, sense of urgency, init Additional Data Employee Benefits - 401(k) Retirement Plan with Employer Match - Medical, Vision, Prescription, Telehealth, & Dental Plans - Life & Disability Insurance - Paid Time Off & Extended Illness Days Offered - Colleague Referral Bonus Program - Tuition Reimbursement - Commuter Benefits - Dependent Care Spending Account - Employee Discounts This job requires access to confidential and critical information, requiring ongoing discretion and secure information management. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Concentra is an equal opportunity employer, including disability/veterans Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility. Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT **Ideal candidates will reside within a commutable distance to Fresno, Los Angeles, or Sacramento, CA. Position Purpose: Provides resource support to members and connects members to local resources for various services (e.g., employment, housing, independent living, justice, foster care) based on care/service assessment and plans. Works with leadership to identify the best, most appropriate local resources for member's needs based on industry best practices. - Helps with assessing member needs and develops or contributes to the development of care plans/service plans for members with care team in accordance with their goals and preferences for various services (e.g., employment, housing, independent living, justice, foster care, and/or community transitions) including the identification and coordination of referral for care/services - Assists with connecting members to local resources for various services (e.g., employment, housing, independent living, justice, foster care), obtaining required documentation and supporting the application process, as needed - Acts as an available resource for members seeking local resource services support and works with members to determine eligibility and care needs based on assessments and care plans/service plans - Monitors delivery of care/services and performs follow up to members, caregivers, and/or providers to verify members have been transitioned or have access to the appropriate care/service in a timely manner - Works with providers, community-based organizations, community stakeholders, and governmental entities to support members and their families and/or caregivers in accessing essential care/services and resources in the local community - Assists with developing education and training programs for care management staff and providers to improve resource service identification for members in the local community - Supports with efforts to draft materials and assists in the development of local resource services, policies, and procedures including programs, eligibility lease agreements, advocacy, retention, emergency or temporary housing - Ensure all resource services information is appropriately documented and up to date - May conduct telephonic and in-person outreach to locate individuals and families in the community who are hard to reach - Other duties or responsibilities as assigned by people leader to meet the member and/or business needs - Performs other duties as assigned - Complies with all policies and standards Education/Experience: Requires a Bachelor's degree and 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Pay Range: $22.94 - $38.79 per hour Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility. Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states. Job Details Under the direction of the Director or Manager the Customer Support Specialist will service the gap needed to provide support to PACE clients and their participants in facilities, along with the network pharmacies servicing them. The Customer Support Specialist is responsible for communicating with our clients, via phone, while providing timely and accurate responses in a professional and courteous manner. This position works with internal and external clients which include: members, clinicians, pharmacies, plan sponsors and other departments within the company. This position also assists with various internal tasks that ensure a high level of overall client satisfaction. Responsibilities - Answer telephone inquiries in a pleasant, professional and efficient manner assuring exceptional customer service. - Document all incoming calls and dialogue within company software. - Resolve client drug benefit concerns of a medical, financial, or technological nature. - Provides enrollment support for new PACE enrollees. - Communicates pharmacy benefit information to network pharmacies contracted with facilities where CK PACE participants reside. - Coordinate facility discharges to assure medication reconciliation is complete and delivery to home is back in place. - Provides help desk support to network pharmacies. - Education PACE staff regarding CK and network pharmacy processes for facility participants. - Makes outgoing calls to gather/confirm information necessary to process customer requests or otherwise contribute to pharmacy operations. - Coordinates and sets up couriers to ensure timely medication delivery. - Attend department and company meetings and educational programs upon request. - Ensures that HIPAA guidelines are followed in every communication with clients. - Interest in learning new tasks for development purposes. - Embody AnewHealth’s Core Values in all communications and interactions. - Other duties as assigned. The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position. Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education - Associate’s degree preferred. High School Diploma or equivalent required. - CPhT (Certified Pharmacy Technician) certification, a plus. Experience - 1 year of customer service/member service experience in a call center or similar, required. - Health care industry experience, a plus. - Experience in a pharmacy support role, a plus. - Knowledge of plan and benefit structures and Medicare guidelines, a plus. Skills & Abilities - Proficient with MS Office Suite and strong computer proficiency to navigate proprietary and other software. - Excellent communication skills, both verbal and written. - Ability to communicate effectively and professionally through written, verbal, and interpersonal skills as applied when interacting with employees, clients, or agency representatives; successfully conveying and exchanging information in a positive manner. - Must have a strong patient centered focus. - Excellent communication skills, especially via phone. - Understanding of clinical terms and impacts. - Able to multi-task and handle multiple priorities without sacrificing quality. - Detail oriented and organized. Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to commute to multiple site locations within assigned territory. May be necessary to work extended hours as needed. Schedule: 2-10:30PM ET Tuesday-Friday, 9AM-5:30PM ET Saturday This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Rotating holiday schedule required approximately up to four times a year or as needed. AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire. AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.

Position Title Sr. Client Advocate - Remote Location Nationwide, MI 48098 Job Summary The Client Advocate Sr. will be responsible for answering inbound telephone calls from consumer & business banking customers regarding questions and issues on their accounts (e.g. account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the Client Advocate Sr. will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services. Pay Range - $17.00- $25.50Pay Range: Local Minimum Wage - $0.00 - $0.00 Job Responsibilities: Customer Service: - Handles all Banking call types, such as business banking and/or branch support, upon completion of additional call type training. - Uses problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers. - Performs and explains interest and product-related calculations. - Escalates issues to management and/or second levels appropriately. - Documents case details in a thorough, accurate manner. - Captures complaint and Voice of the Customer feedback. - Documents customer account maintenance requests for management and second level department review. - Meets and exceeds customer satisfaction expectations. Sales: - Provides customers with information about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customer. - Guides customers through and/or complete application process for advanced products. - Creates sales referrals that include detailed prospect and product information. - Answers questions and overcome customer objections in order to close sales opportunities. Operations/Training: - Maintains familiarity with systems and applications in order to research inquiries. - Ensures familiarity with the most up-to-date policies and procedures to communicate accurate information to customers. - Completes required soft skills and additional call type training classes. - Completes all required eLearning classes. - Completes second level rotations to develop knowledge of sales process and operations. - Actively participates in monthly performance meetings; meet or exceed all performance metrics. - Recognizes and communicates the need for potential additions and/or modifications to current policies and procedures. - Provides leadership to others through side-by-side coaching of new hires and existing agents on calls. - Performs additional responsibilities as assigned by management. - Adhere to all Regulatory and Compliance issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank. - Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies. - Compliance: Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies. Collaboration: Understands the importance or relationships to enable effective teamwork. Modifies personal style, focuses on the needs of others, and listens effectively to ensure effective outcomes for group endeavors. Results Focus: Takes a dynamic approach to work characterized by initiating decisions and actions. Concentrates on achieving the outcomes of a process or project while adhering to the overall strategy of the organization. Creates a culture of accountability and performance. Work Ethic: Demonstrates attributes of ethical behaviors, high personal standards, and sound work ethic all employers should expect of employees. Consistently treats others with respect and understanding. Responds in a timely manner to all customers and co-workers. - Uses independent judgement and discretion to make decisions. - Analyzes and resolves problems. ADDITIONAL ACCOUNTABILITIES - Performs special projects, and additional duties and responsibilities as required. - Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations. JOB REQUIREMENTS Required Qualifications: - Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent. - Minimum experience required: 1+ year experience in banking industry and 2+ years customer service experience. Preferred Qualifications: - Prior knowledge of call center operations preferred. - Sales experience preferred. Job Competencies: - Excellent verbal and written communication skills, as well as good listening skills. - Must have good telephone technique with well-developed customer service skills. - Exceptional analytical and problem solving skills and an ability to think quickly under pressure. - Demonstrated ability to look for ways to improve and promote quality. - Ability and willingness to work in a team environment. - Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs. - Ability and willingness to work the varying shifts including evenings and weekends. - Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results. - Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience. - Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders. - Physical Demands (ADA): No unusual physical exertion is involved. Flagstar is an Equal Opportunity Employer Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.