• Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines. • Accurately collect information required by individual programs and correctly capture in specific program databases. • Exhibit effective communication and tele-management skills. • Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed. • Possess effective organizational skills, including working with multiple projects simultaneously. • Adhere to all company policies and Standard Operating Procedures. • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. • Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

• Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors. • Manages and maintains the Five9 contact center system. • Creates, updates, and maintains training documentation and resources. • Partners with department leadership to assess staff competencies. • Conducts quality audit activities to ensure accuracy, compliance, and a positive customer experience. • Collects and reports on training and quality metrics.

• Communicating with customers professionally and responding to customers’ enquiries via phone, email, mail, and LiveChat (Zendesk). • Resolve customers’ inquiries to ensure the best possible outcome. • Compile reports as requested. • Keep records of customer interactions and customer accounts, and file relevant documents. • Follow communication procedures, guidelines, and policies while working closely with the Business Operations Department. • Taking ownership of cases. • Liaising with relevant departments pertaining to issues or cases. • Keeping abreast with the latest developments and updates. • Equipping oneself with relevant product knowledge. • Able to multitask between emails, live chats, social media, and other relevant channels. • Maintaining quantifiable quality performances. • Providing high-quality service to achieve maximum customer satisfaction by taking ownership and resolving queries at first contact, where and when possible. • To utilise all systems and avenues for information so that correct information is provided to customers. • Possess and provide the best customer service mindset and etiquette.

• Launch a unified framework to measure and increase customer value perception, driving service engagement. • Re-architect the onboarding and initial service consumption flow to ensure high adoption and measurable reduction in early churn. • Implement a robust, proactive 'Member Center' experience that empowers entrepreneurs to manage their services, recognize value, and reduces active and passive churn. • Partner with Platform Engineering to run weekly A/B tests on onboarding steps, in-app support, and proactive retention triggers. • Ensure 100% data integrity between customer actions (engagement, support tickets, usage) and our Customer Health Score reporting systems. • Deploy AI-powered personalization throughout the in-app experience to surface relevant service usage tips and proactive support, increasing long-term engagement.