• Performs tasks of moderate to difficult complexity relating to both hospital and physician accounts. • Handles a large volume of inbound calls. • Responsible for making outbound calls related to self-pay follow up on accounts. • Assists patients with requests for information, complaints, and resolving issues. • Responsible for data analysis and interpretation throughout all functions of revenue cycle. • Resolves billing concerns and addresses inquiries related to insurance concerns/matters. • Educates patients on claim processing, deductible, coinsurance, and co-pays. • Interacts with patients by making them aware of payment options such as payment plans and financial assistance.

• Provide clear, prompt, detailed, empathetic, and customer-oriented support to our consumers • Showcase passion and connection with the nooks and crannies product • Assist customers to resolve basic to complex inquiries via email, live chat, and phone call • Build a network of support and trust with our awesome customer support team! • Work with customers to understand how they use Sezzle services, and provide valuable feedback to Product and Development teams • Act as an advocate for our customers, report and act on observed areas for improvement in our product or processes • Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer - experience

• Manage a portfolio of strategic customers (high-expectation), acting as the account owner with a comprehensive view of the customer (business, requests, history, pain points, and opportunities); • Actively and relentlessly follow up on requests, projects, and negotiations, ensuring progress and the closing of cycles; • Maintain a close, strategic, and assertive relationship with customers, building rapport and positioning yourself with authority; • Act proactively in crisis management, anticipating issues and intervening before escalation; • Monitor customer support requests and intervene actively, seeking rapid resolution — not just ticket routing; • Focus on problem-solving, mobilizing internal teams (product, support, technical, commercial) and accelerating solutions; • Manage the full customer lifecycle (onboarding, ongoing, retention, and expansion); • Lead negotiations, technical alignments, and delivery follow-up with a consultative and solution-oriented approach; • Track customer success metrics and continually work to improve experience and outcomes; • Use tools such as Totango, Jira, GLPI, and direct channels (e.g., corporate WhatsApp) for active portfolio management.

• Immediate Outreach: Contact members promptly regarding out-of-range vital signs or device readings. • Mobile Care Management: Assist members with the use of mobile care management devices. • Risk Identification: Communicate with members to identify risks and educate them on recommended device ranges. • Health Education: Educate members about concerning symptoms and options for outreach, including when to refer to the ER or alternatives. • Resource Maximization: Maximize members' access to available resources for optimal care. • Team Collaboration: Assist health coaches, customer service, and tech support teams as needed and collaborate with the entire care team to support members effectively.