• Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution. • Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development. • Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented. • Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency • Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes. • Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support. • Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service. - Answer and process all inbound calls in a courteous and professional manner. - Schedule, confirm, or reschedule patient appointments according to client protocols. - Verify patient demographics, insurance, and other key information accurately in the system. - Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff. - Follow account‑specific scripting and protocols; provide clear, compassionate information to patients and clients. - Maintain confidentiality and comply with HIPAA and other healthcare regulations. - Document all call activity accurately and completely in the designated system(s). - Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT. - Identify and report trends, potential issues, and opportunities for process improvement to leadership. Qualifications - High school diploma or equivalent. - 1+ years of call center or customer service experience (healthcare experience a plus). - Strong verbal and written communication; active listening and empathy under pressure. - Ability to multitask, stay organized, and work in a fast‑paced environment. - Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred. - Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace. - Bilingual (Spanish/English or other languages) preferred. - Knowledge of medical terminology or insurance verification is a plus. - Reliable attendance, accountability, and openness to feedback and coaching. Requirements - Computer with reliable high‑speed internet, headset, and access to telephony/ACD, EHR/EMR, CRM, QA, and workforce tools; standard office applications (email, spreadsheets, word processing). - Maintain a distraction‑free, noise‑controlled work environment; professional conduct on calls at all times. - Camera‑on participation for training and meetings, as requested by leadership. - Adhere to dress code expectations (e.g., scrubs for agents; business casual for leaders) when applicable. - Follow security and privacy standards when accessing systems and handling PHI. Performance & Development - Achieve quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT). - Participate in training, booster sessions, and cross‑training as assigned. - Contribute to a positive, team‑oriented culture; support peers and accept coaching. Physical Requirements - Prolonged periods of sitting and computer use; frequent talking and listening on the phone. - Occasional standing, bending, or reaching. - Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Work Environment - Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service. Schedule Requirements - Part-Time: 10–20 hours per week - Shift Length: 2–4 hour shifts - Schedule: Monday–Friday - Hours: 6:00 PM – 12:00 AM EST - Language Requirement: Bilingual (English/Spanish) Equal Opportunity & Disclaimer We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.

• Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc. • Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses. • Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed. • Facilitate and help to manage potential call outs with current processes in place. • Proactively document rainy day scenarios as encountered and share any key learnings with the team. • Maintain Hubspot to be sure all client communications & CS tickets are documented appropriately. • Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.

• 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