• Paid training preparing you to be successful in your job! • Answer inbound calls and greet customers with energy and enthusiasm • Building a sense of trust and confidence to help serve their needs • Processes new claim intake, claim inquiries and status; partnering with our Claims team as needed. • Captures caller information on customer management system • Follows up with customer to ensure service issues have been resolved • Records and verifies transactions requested by customer and either processes requests or forwards to appropriate parties for processing • Fields questions about new product and services implementation • Contributes to process improvement • Cross training support for other Employee Benefits' lines as required • Other duties as assigned.

Role Description - Answer incoming calls and direct them to the right departments - Accurately schedule appointments, consultations, and surgeries in Athena - Register new patients and input detailed demographic and insurance information - Confirm appointments and verify insurance coverage - Educate patients on pre-visit protocols, paperwork, and appointment details - Take and route messages from patients, physicians, and pharmacies - Coordinate scheduling for multiple physicians and locations - Provide backup front office support and contribute to overall workflow - Reach out to new patients with a friendly welcome call Qualifications - High School Diploma or equivalent required - Minimum 2 years of experience in appointment/surgery scheduling in a healthcare setting - Prior experience working with insurance and EHR systems (Athena plus!) - Familiarity with medical terminology and managed care contracts - Excellent verbal/written communication and people skills in English and Spanish - Strong organizational and time management abilities - Proficient in Microsoft Office with fast, accurate data entry skills - Ability to multitask while maintaining attention to detail Requirements - Love working with diverse patient populations - Thrive in a team-oriented, collaborative setting - Have a service-first mindset and are calm under pressure - Are driven to provide the best patient experience every time Physical & Mental Requirements Standard office duties including sitting, standing, and using a computer. Must be able to handle a high volume of calls and multitask efficiently in a busy environment.

• Provide inbound customer consultations

• Administer and configure Five9 (users/roles, skills, queues, routing, IVR, campaigns, recordings, dashboards, and reporting) • Design, build, test, and maintain Five9 IVA experiences leveraging Five9’s hosted Azure OpenAI (prompting, dialog flows, intent/slot handling, containment, and agent escalation) • Partner with Call Center Operations Managers to gather requirements, translate operational needs into routing/IVA changes, and deliver measurable improvements (AHT, containment, CSAT, transfer rate) • Implement and support AWS and Azure integrations related to contact center workflows (REST APIs, event-driven patterns, IAM/identity fundamentals, monitoring/logging) • Build and maintain speech transcription pipelines using AWS Transcribe and Deepgram (batch and/or real-time), including storage, indexing, retrieval, and operational reporting • Troubleshoot and resolve issues across telephony/call flows, IVA behavior, and cloud integrations; lead incident response and root-cause analysis (RCA) • Establish standards for change control and release management (testing, rollback plans, documentation, peer reviews where applicable) • Create runbooks, knowledge articles, and system diagrams; provide enablement to operations teams for day-to-day platform usage • Ensure solutions align with security, privacy, and compliance requirements (PII handling/redaction, retention, encryption, least-privilege access) • Cross train peer group to eliminate single point of knowledge