• Processes audit and project requests for various Health Plans. • Understand objectives/goals of the client as well as the processing rules for each account. • Able to maintain daily team achievement rate of 100% • Reports system and account anomalies as needed • Recognizes and identifies potential errors and executes the needed steps to for correction. • Demonstrates proficiency in utilizing multiple procedures, systems, and databases. • Assists with additional duties as needed.

• Provide excellent customer service by addressing tenant inquiries and concerns promptly and professionally. • Handle inbound calls and route them to the appropriate department or personnel. • Maintain effective tenant relations by ensuring all communications are clear, courteous, and timely. • Assist in property management tasks, including administrative support and documentation. • Utilize professional phone etiquette to manage and resolve tenant issues efficiently. • Conduct follow-up communications to ensure tenant satisfaction and issue resolution. • Support real estate operations by coordinating with various departments to streamline processes. • Prepare and manage written communications with tenants, ensuring clarity and professionalism.

• Establish and optimize CareMessage’s customer experience infrastructure, lifecycle standards, and operational rigor. • Focus on building scalable systems for high-quality onboarding, engagement, health monitoring, and customer enablement across segments. • Work closely with the Chief Customer Officer and manage the Sr. Manager of Professional Services and Customer Success functions. • Ensure Gainsight optimization, standardized playbooks, customer lifecycle clarity, and scalable outreach models. • Strengthen the operational foundations that make retention, adoption, and customer health predictable and measurable.

• Triage, prioritize, and resolve incoming support tickets and phone calls from customers, utilizing our support management platform, while proactively communicating with the support team to ensure timely updates, efficient collaboration, and resolution of complex issues. • Communicate in a responsive and empathetic manner with our customers, ensuring requests are followed up on and resolved in a timely manner. • Categorize support requests and customer feedback to help surface larger themes and areas for improvement that would enhance our customers’ product experience. • Become a subject matter expert of the House Rx pharmacy management system and workflows in order to best support and educate users on our products and services.