Role Description This role is essential for ensuring a seamless experience for patients and providers by serving as the first point of contact for inquiries and support needs. You will handle high-volume incoming calls, resolve questions, and connect callers with subject matter experts when needed, providing compassionate and efficient assistance. The position involves managing multiple communication channels, including phone, email, and internal platforms, while maintaining professionalism and empathy. You will collaborate with internal teams to facilitate smooth care coordination and contribute to operational projects that enhance service delivery. The environment is fast-paced and dynamic, offering opportunities to make a meaningful impact on patient experiences and outcomes. - Serve as the primary contact for patients and providers, handling inquiries and resolving concerns efficiently - Manage inbound calls and communication through email or internal systems in a high-volume environment - Field clinical referrals, consent forms, and general inquiries, ensuring accurate routing and timely responses - Demonstrate professionalism, empathy, and active listening to provide appropriate solutions - Collaborate across departments to support seamless care delivery and operational initiatives - Contribute to various projects and process improvements within the support team - Maintain flexibility and a positive, solution-oriented attitude in a constantly evolving environment Qualifications - Minimum of 1 year of customer service or administrative support experience - Excellent verbal and written communication skills with the ability to express ideas clearly - Strong problem-solving abilities and ability to handle multiple tasks efficiently - Exceptional customer service skills, ensuring positive interactions and member satisfaction - Comfortable collaborating with internal teams to achieve shared goals - Ability to adapt to change, work under pressure, and embrace feedback constructively - Preferred: healthcare or inbound contact center experience, basic computer skills, familiarity with Microsoft Office applications Requirements - Minimum of 1 year of customer service or administrative support experience - Excellent verbal and written communication skills with the ability to express ideas clearly - Strong problem-solving abilities and ability to handle multiple tasks efficiently - Exceptional customer service skills, ensuring positive interactions and member satisfaction - Comfortable collaborating with internal teams to achieve shared goals - Ability to adapt to change, work under pressure, and embrace feedback constructively - Preferred: healthcare or inbound contact center experience, basic computer skills, familiarity with Microsoft Office applications Benefits - Competitive base salary and potential performance-based incentives - Comprehensive medical, dental, and vision insurance - Paid time off and company holidays - Retirement plan options with employer contributions - Disability and life insurance coverage - Flexible remote work environment - Opportunities for professional development and career growth - Additional perks to support work-life balance and wellness

• Manage the customer hotline for the FILAKS.PLUS software product • Analyze and resolve software issues • Collaborate with Development, Consulting, Product Management, and Sales • Document and handle inquiries in the ERP system • Create action and procedural instructions • Monitor internal hotline processes and improve support efficiency • Actively participate in the continuous improvement of FILAKS.PLUS

• Provide technical assistance via phone, email and webex to clients across the globe for eProcurement tools. • Proactively communicate issue status in a timely way to the clients and the management. • Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our ‘Service Level Objectives’ (SLOs). • Making outbound calls to clients if process demands. • Efficiently and concisely document support calls/email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts. • Filing ‘Solutions’ and ‘Problem Reports’ - coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues. • Deliver product training courses to customers and internal staff. • Develop a strong professional rapport with assigned customer accounts to help build our business relationship with them. • Perform UAT`s as required and ensure complete documentation as defined. • Assist Sales and professional services teams in terms of trainings of products and troubleshooting. • Develop training material if need be and update it on a timely basis. • Function as a core part of the team, aligning individual activities to meet the goals of the team and organization at large.

• Je bent de stem en oren van Upway: je helpt klanten op weg, beantwoordt hun vragen en zoekt samen naar de beste oplossing. • Klanten te woord staan via mail, telefoon en chat – vriendelijk en professioneel • Problemen en vragen analyseren en oplossen, eventueel samen met onze logistieke en operationele teams • Actief bijdragen aan een uitstekende klantbeleving, elk contactmoment weer • Administratieve opvolging van bestellingen en dossiers • Meedenken over verbeteringen en automatiseringen in onze interne werking • Afstemmen met leveranciers en partners om onze dienstverlening te versterken