About Our Company We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care. Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com. Job Description Customer care representative is responsible for answering inbound calls in a centralized access center environment. Schedules appointments and answers questions while providing timely, accurate, and excellent customer service, while adhering to department standards and provider protocols. Communicate to the patient a recommendation for appointment times and locations; including multi-specialty and multi-location(s). Obtains, verifies and updates patient information; maintains confidentiality according to policies: • Patient demographics • Pre-registration of patients • Insurance contracts and coverage • Electronic Health Record • Other data fields as needed Achieves a minimum call standard as pre-determined by department goals. Maintain a 95% or higher call quality threshold and 90% or above CSAT Adheres to the call center schedule while being accountable for following specific call quality and scheduling guidelines and measurements. Job Description: • Responsible for scheduling patient appointments in a multi-specialty, multi-location environment. • Accurately recommends physicians and schedules into multiple medical specialties with individual scheduling criteria for 500+ providers. • Responsible for identifying and coordinating the required medical test before seeing a physician for a physical examination or to bring a patient in fasting. • Must be able to identify WC/MVA insurance cases for referral to a case coordinator. • Perform patient account upgrades including demographics, health insurance, referring provider, and PCP. • Must be knowledgeable and conversational in all health insurances that are par or non-par with Summit Health/VillageMD. • Must be comfortable with daily extensive computer use navigating multiple applications while engaging in conversations with patients or clinical office staff. Qualifications: - High School Graduate/GED required - 1+ year of healthcare experience required. - EPIC system experience - 2 years’ customer service experience preferred. - Ability to communicate in English, both orally and in writing required. - Strong interpersonal and customer service skills are required. - Knowledge of medical terminology preferred. - Ability to organize and perform multiple tasks promptly required. Strong attention to detail required. - Previous office and computer experience required. Experience with Standard Office Technology in a Window based environment preferred. - Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) preferred. - Bandwidth requirement (100 MBPS download speed and 10 MBPS download speed minimum) Shift Available: 11:30am-8:00pm EST This is a non-exempt position. The base compensation range for this role is $18 to $20 per hour. At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc. The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan. About Our Commitment Total Rewards at VillageMD Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan. Equal Opportunity Employer Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws. Safety Disclaimer Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.

• Provide frontline support to customers using our municipal court module via phone, email, and internal ticketing systems. • Troubleshoot issues related to case management, citations, warrants, court dockets, dispositions, payments, and reporting. • Guide customers through product features, system updates, and best practices for efficient court operations and case lifecycle management. • Assist users with workflows such as citation entry, court scheduling, fine and fee assessments, collections, and compliance tracking. • Collaborate with Product, Delivery, and QA teams to escalate and track complex issues and enhancement requests. • Maintain detailed case documentation and contribute to a knowledge base of FAQs, how-to guides, and support resources. • Assist with onboarding and training of new customers on municipal court functionality. • Stay current on regulatory updates relevant to municipal courts, including state statutes, court procedures, and reporting requirements. • Identify recurring customer challenges and provide insights that influence product improvements and support processes.

• Serve as the direct supervisor of the CS Leads and CSRs on your team • Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns • Drive productivity through contact prioritization via queue management and adherence monitoring • Work with the CS Leads to check in with each team member at the start of each shift, to support and motivate the CSR; check out with each team member at the end of each shift to provide feedback and to recap the day • Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts • Host regular one-on-ones with each team member, providing coaching and reviewing their current performance • Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence • Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc tasks and projects as assigned by site leadership or other departmental leaders • Stay up-to-date on Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements • Promote and build a positive and friendly environment supporting good morale and cooperation • Be responsible for coaching, development, and performance management of team members, including resolving employee relations concerns in close partnership with the Manager of Customer Service and Human Resources, as needed • Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members

About the Role: Are you skilled in nurturing customer success and adept at problem resolution? If so, we have an exciting opportunity for a Customer Support Team Lead at Sezzle. In this role, you'll assist in leading a team dedicated to delivering exceptional support experiences. Your responsibilities will include overseeing troubleshooting efforts, crafting comprehensive instructions, and ensuring effective communication with customers. We're seeking someone with outstanding written and verbal communication skills, a dependable nature, and a knack for going the extra mile to ensure customer satisfaction. The Company: With a mission to financially empower the next generation, Sezzle is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We’re not just transforming payments; we’re redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we’re building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you’re excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at Sezzle and help create the future of shopping! Responsibilities: - Lead a team of customer support specialists, providing guidance and support to ensure exceptional service delivery. - Assist in building and developing the customer support team by participating in recruitment efforts and conducting interviews for customer service agents. - Oversee the resolution of customer inquiries through various channels. - Foster a culture of empathy and excellence within the team, encouraging them to go above and beyond to ensure customer success. - Collaborate with other teams to gather insights and feedback, driving continuous improvement in Sezzle's products and services. - Act as a liaison between the Colombia customer support team and global leadership, communicating team performance and contributing to strategic decision-making. Ideal Experience & Skills: - Previous experience in a customer support leadership role in a fast-paced environment. - Excellent communication and interpersonal skills, with fluency in written and spoken English and Spanish. - Proven ability to manage multiple tasks effectively and prioritize team objectives. - Strong problem-solving skills and a passion for delivering exceptional customer experiences. - Bachelor's degree or equivalent experience in a related field. - Familiarity with Zendesk, LiveAgent, or Jira is a plus. About You: - You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed. - You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things - You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking. - You earn trust - you listen attentively, speak candidly, and treat others respectfully. - You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly. - You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle. What Makes Working at Sezzle Awesome: At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire. #Li-remote #Full-time