Position Description The Provider Service Representatives are the front-line team at Capital BlueCross and are responsible for handling all provider inquiries through multiple channels such as phone, web, provider portal (e.g. Availity), electronic, plan to plan chat, and/or face-to-face) by using material and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating, and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend a training class, any task-specific training, and ongoing periodic refresher trainings to service our providers as business needs permit. Responsibilities and Qualifications Duties and Responsibilities: - Manage multiple channel (telephone, electronic, web, provider portal, plan to plan chat, and face-to-face) interactions professionally, efficiently and with excellent communication skills. - Effectively present and discuss the products and services to external and internal providers with integrity and understanding and accuracy with every interaction. - Focus on provider retention through first call resolution of concerns. - Establish and maintain positive relationships with providers on behalf of the company by taking personal and complete responsibility for each provider interaction. - Ensure all providers’ needs are completely met, timely, without elevation if possible. - If business needs permit, support the efforts of sales representatives by conducting onsite and/or community-based educational meetings. - Large emphasis on quality, productivity, adherence, handle time, and not negatively affective and jeopardizing the company's provider relations, internally and externally - Complete ongoing training to stay abreast of products, services, and policy changes. - Improve quality of work daily by learning and employing new skills or adapting previous processes to mirror the fit-for-excellence company culture. - Recognize, document, and alert supervisors of trends in provider calls. - Conduct self in a manner consistent with the values of the organization. Skills: - Demonstrates ability to understand and interpret detailed policies and procedures and to be able to apply them to various situations. This includes thorough understanding of the responsibility to maintain privacy of Protected Health Information as required by the Health Insurance Portability and Accountability Act. - Demonstrates ability to work independently, be flexible and react appropriately to changing job assignments and work environments. - Demonstrates ability to communicate effectively and professionally both verbally and in writing with all levels of internal/external personnel in order to respond to customer inquiries ranging from routine to complex and involving sensitive subject matter. - Ability to use telephone equipment systems such as Interactive Voice Response and Automated Call Distribution. - Familiarity with the utilization of a PC and various software such as Microsoft Office Suite. Experience: - 1 year customer service experience. - Experience with provider interaction preferred, but not required. Education and Certifications: - Must have a High School Diploma or GED - Bi-lingual (Spanish) a plus Physical Demands: While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see

• Direct relationship management with clients, demonstrating a first-class commitment to service • Plan, create and manage client itineraries with collaborative team involvement • Discuss and guide clients through their trip planning process • Resolve any and all client issues that may arise with general relationship + trips • Lead your Operating Pod by scheduling daily and weekly check-in’s, ensuring all details are planned and scheduled in a timely manner • Liaise with vendors (properties, operators, guides, and other suppliers) to execute Trip Planning • Manage the procurement of the vendor quoting process and final invoice approval • Verify final vendor invoices for client trips and manage the approval process of vendor invoice payments through established protocols and working closely with accounting • Ensure all fees & payments are received from clients within established timelines • Collaborate with travel operations team from start to finish on trips and delegate tasks as needed • Catalog and manage relevant client and trip information in Salesforce CRM • Monitor client feedback and lead trip post-mortem reviews within your pod • Attend meetings and conferences on behalf of Luminary • Regularly interact with clients to ensure their needs are met

• Lead a Portfolio of Clients: Oversee multiple client relationships, managing delivery of post-go-live support, enhancements, and optimization services • Problem Solve in Real Time: Tackle high-impact, day-to-day operational challenges, ensuring client satisfaction and operational continuity • Drive Client Success: Influence client roadmaps, recommend improvements, and identify growth opportunities within your accounts. • Team Leadership: Lead and mentor a team of functional and technical consultants, fostering continuous development and collaboration across Canada, Mexico, and other global locations • Support Sales: Partner with the Sales team by providing strategic delivery insights during the sales process • Ensure Process Excellence: Contribute to the definition and improvement of Client Services delivery processes, KPIs, and best practices • Manage High-Risk Services: Confidently manage escalations, contract scope, and client communications at an executive level

• Serve as a primary contact for client inquiries via Jira, email, and phone. • Manage, categorize, and resolve tickets with proper follow-up. • Perform basic troubleshooting (password resets, permissions, account updates, simple configuration changes). • Gather full context to understand the issue and escalate when needed. • Create and maintain documentation for recurring workflows and client-facing instructions. • Write clear guides, FAQs, and help articles to reduce ticket volume. • Document resolutions thoroughly, including steps, screenshots, and next actions. • Keep internal documentation repositories organized and up to date. • Execute simple system updates or adjustments as directed. • Maintain accurate logs of support requests and system changes. • Assist with onboarding tasks like account setup and access provisioning. • Support ad-hoc administrative duties related to customer accounts. • Work with Business Analysts and Engineering on escalated issues. • Provide complete context when escalating (steps, screenshots, details). • Participate in internal feedback loops to improve product and processes. • Deliver clear, friendly explanations of solutions and troubleshooting steps. • Maintain a patient, professional, and service-focused tone across all interactions.