• Provide quality customer service in the KanCare Contact Center. • Gather thorough documentation and enter information into various systems. • Dedicated and trained specifically for supporting KDHE’s programs, systems, policies, and procedures. • Answer questions about the eligibility process and provide general program information for Family Medical and E&D/LTC Programs. • Respond to calls courteously, accurately, and concisely. • Provide high-quality customer service and focus on the accuracy of information provided. • Evaluate information received through a phone contact and ask appropriate follow-up questions.

ProctorFree is an on-demand, easy-to-use, and cost-effective online proctoring solution for higher education institutions and professional organizations. Our support team are responsible for providing test takers around the world with live chat, email, and remote access based assistance 24/7/365. We are looking for team members who are inquisitive & resourceful; using internal team member resources, common troubleshooting techniques, and analytical skills to serve our users via email and live chat along with the ability to walk new users through the process of getting started with ProctorFree. Common required troubleshooting areas include aspects of hardware, software, and networking based technologies. Our ideal candidate has worked in a technical troubleshooting capacity in their personal and professional experiences, and can commit to 16 - 24 hours per week of availability. We are looking for individuals that must have weekday and weekend availability. Candidates must reside in North Carolina or South Carolina. The pay for this position starts at $10 an hour, paid bi-weekly, with a pay increases to $12 an hour after 90 days with a review of work completed. Qualities You care about test takers and their experience. Not only because their outstanding experience helps reduce test anxiety and means they'll do better on their tests, but also because you really love helping people and seeing them succeed. Secondly you’re happy to help a new user out, who is looking to get started. You will walk them through the process of how ProctorFree works and can help them use our services for the first time. You’re a fantastic communicator and must be fluent in written English. The importance of communication, especially in a remote team, cannot be overstated. The default should be to over share progress, good things that are happening, customer concerns, and anything you see as an opportunity to improve our company and your team.

Rate: $21-23 Position Summary: The Customer Success Representative is an email support role that is responsible for delivering efficient, empathetic, and professional support through email and other written channels. This role emphasizes clear, concise, and brand-aligned communication to accurately address customer inquiries and resolve issues. The representative plays a key role in upholding the company’s commitment to service excellence and customer satisfaction through clear communication, problem-solving, and personalized support. Responsibilities: •Efficiently respond to customer written communications, addressing inquiries related to order status, product information, returns, exchanges, and other questions with a strong focus on first-touch resolution and customer satisfaction. •Provide excellent service and instill trust in our customers through professional, empathetic, and consistent messaging in all written communications. •Research and resolve customer issues using internal tools and resources with accuracy and attention to detail. •Escalate complex or sensitive issues to senior team members or supervisors as appropriate. •Accurately document all customer interactions in CRM systems while adhering to company protocols. •Identify and report recurring issues or trends to help drive team and process improvements. •Stay current on company products, policies, and procedures to provide accurate information. •Collaborate with cross-functional teams to ensure timely and effective resolution of customer concerns. •Provide support to the team by assisting with inbound calls and completing additional opportunities as assigned by leadership, ensuring flexibility and adaptability. •An ability to identify situations that require verbal communication and transition from written to phone support when necessary. •Consistently meet or exceed individual performance targets, including information accuracy, professionalism, and customer satisfaction. •Flexibility to work overtime during peak business periods as required. •Other tasks and projects, as assigned.

• Provides customer service support in handling all patient inquiries through phone, email, direct mail and other channels • Maintain excellent quality standards, adhere to approved materials and guidelines • Accurately collect information required by individual programs and correctly capture in specific program databases • Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides • Exhibit effective communication and tele-management skills • Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed • Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with our Client’s Working Practice Documents (WPDs) • Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs • Adhere to all company policies and Standard Operating and Working Procedures • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed • Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution