• Respond to inbound calls from patients regarding medical bills, insurance coverage, and payment options • Explain billing statements, balances, and payment plans in a clear and compassionate manner • Document interactions accurately in billing and patient management systems • Collaborate with other Zotec Teams to resolve patient concerns • Maintain compliance with HIPAA and company policies at all times • Meet quality, productivity, and customer satisfaction standards

• Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. • Ensuring clarity and customers are well informed on all inquiries. • Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service • Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. • Escalate complex issues to appropriate channels when necessary • Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. • Ensure compliance with ALL Medline policies, including privacy and data security • Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines • Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms • Gather and relay customer feedback to relevant departments for continuous improvement of products and services • Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

• Making high-volume outbound calls to US homeowners • Following approved scripts word-for-word • Identifying qualified prospects based on clear criteria • Booking appointments accurately into the system • Applying correct call dispositions every time • Maintaining call quality and compliance standards • Hitting daily and weekly call and booking targets

• Conducting in-home or virtual consultations with pre-qualified homeowners • Analyzing utility bills, home energy usage, and roof layouts • Presenting customized solar and battery solutions clearly and confidently • Explaining financing options and long-term savings • Handling objections and closing contracts • Accurately documenting customer information and agreements • Coordinating with internal teams to ensure a smooth handoff post-sale