Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Job Description You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers. Responsibilities: - Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance. - Coordinate closely with Engineering and Product Management on all product issues & releases - Develop positive customer and cultural relations. - Assist in the translation, maintenance, and updating of technical documentation associated with the product line. - Support other strategic initiatives as needed. Qualifications Essential: - Bachelor’s degree or applicant with experience working in a customer support role - Fluent spoken/written English - Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. - Excellent computer skills - Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux) - A good understanding of Microsoft Office products - Excellent planning and organizational skills. - Ability to work with sensitive and confidential material and possess excellent judgment. - Weekend work and early/late hours required. Desirable: - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L - Broad understanding of web technologies and Software as a Service (SaaS) Additional Information Total Rewards @ Turnitin At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work. Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates. In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being. Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do. - Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do. - Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe. - Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors. - Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard. - One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes. - Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world. Global Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution* * varies by country Seeing Beyond the Job Ad At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

JOB SUMMARY The Case Manager (CM) is expert point of contact offering case management support services to patients and physicians. The CM will assist the patients, physicians, and nurses with the completion of all program-specific paperwork. The CM will act as a resource to physicians who are prescribing medications and patients who need on-going support. They are instrumental in removing any reimbursement access barriers to treatment for patients, thereby ensuring that they can start on therapy as quickly as possible. They thrive in an environment that emphasizes teamwork and accountability, possesses a deep willingness to serve customers, and drives positive customer experiences in a fast‐paced work environment while showing flexibility to adapt to competing demands across the portfolio as required. Role Type: Contract Duration: April 6, 2026 - May 29, 2026 DUTIES AND RESPONSIBILITIES • Ensure patient has been enrolled in the patient support program (PSP). Set the tone for a warm welcome into the program. • Provide direct telephone assistance to patients requiring reimbursement support. • Provide patients and physicians with direct toll-free number. • Develop strong relationships with patients, caregivers, and their healthcare team by infusing confidence, trust, security, and relief. • Facilitate a patient’s access to a particular medication by offering reimbursement navigation services. • Investigate reimbursement options available to the patient and maximize the patient’s coverage via private and public payers, while minimizing the financial assistance offered through the PSP and/or out-of-pocket expenses for the patient. • Represent the patient with private or public insurers to optimize drug coverage and assist with the completion of Special Authorization (SA) and/or Prior Authorization (PA) forms, when applicable. • Coordinate with pharmacy drug coverage and dispensing. Troubleshoot any filling/billing issues as required • Liaise with PSP team to ensure optimal patient support and communication, if applicable. • Maintain ongoing and transparent communication with the patient’s healthcare team. • Diligent record-keeping to ensure continuous care and exceptional customer and patient experience. • Uncover and proactively identify gaps and opportunities for improvement in patient experience. • Through patient-oriented solutions, manage challenging patient situations with empathy and patience. • Work with the site representatives to support specific customer needs. • Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics. • Provide updates to internal and external stakeholders as requested and required. • Perform data entry, answer inbound calls, make outbound calls, manage e-mail and fax software, and perform general administrative functions including faxing and filing. • Must be able to identify and report Adverse Events to Health Canada and enter into source system and third-party systems, as applicable • Report and document adverse events as per pharmacovigilance requirements. • Participate in ongoing internal and/or external continuing education activities. • Adhere to Bayshore Policies and Procedures. • Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project. • Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns. • Maintains confidentiality of pharmaceutical partner(s) and corporate information and discusses same only with appropriate Bayshore personnel. • Complete other tasks as requested. QUALIFICATIONS • Completion of post-secondary education or equivalent. • Understanding of provincial and private coverage criteria, Special Authorization processes and how to navigate the Canadian drug coverage landscape is an asset • Demonstrated expertise in delivering exceptional customer service and fostering positive relationships with internal and external stakeholders • Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements) • Experience in the healthcare, pharmaceutical, or insurance industry would be an asset • Strong customer service, communication, problem-solving and interpersonal skills required. • Demonstrates sensitivity and commitment to utilizing a patient-centric approach; is adept to responding to a patient’s emotional, educational, and health literacy needs • Making decisions using sound judgment, and meeting deadlines. • Ease of working in a paperless environment. • Mindful of accuracy and thoroughness of data entry for reporting requirements. • Strong sense of organization, attention to detail, and ability to multi-task. • Excellent written and verbal communication and interpersonal skills. • Strong computer and technical skills: Excel, Word, Outlook, tablets, web portals/internet use • Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment • Established high speed internet access from home office. • Flexibility to adapt and learn multiple programs based on demand.

• Provide superior customer service to external and internal customers • Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution • Answer inbound phone inquiries timely, accurately, and professionally • Provide tier one digital banking support • Assist customers with debit card support • Process customers inquiries accurately and efficiently • Promote virtual branch solutions to customers • Ensure security of customer information

• Provide critical operational support throughout the Real Estate loan closing process • Ensure accuracy, compliance, and timely completion of consumer real estate transactions • Partner closely with Lenders, Underwriters, Processors, and Closers to resolve issues • Deliver a smooth, compliant borrower experience from approval through funding • Respond & resolve support requests assigned to the Consumer Loan Closing Support Specialist • Document all pertinent employee identification information • Escalate requests/issues when required