• Provide customer support through calls, email, and chat • Assist locator clients in navigating our platform • Explain features and guide users step-by-step • Troubleshoot common issues and provide solutions • Escalate complex cases when necessary • Maintain clear, professional communication with clients

• Respond to inbound and outbound customer interactions in Spanish and English as they come in (calls, emails, chat). • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear. • Resolve common issues immediately; escalate only when necessary with clear documentation. • Maintain control of conversations, especially when customers are confused or frustrated. • Switch between phone, email, and chat support throughout your shift without drop in quality. • Adjust tone and clarity depending on the customer’s language and level of understanding. • Translate or clarify information in real-time for Spanish-speaking customers when needed. • De-escalate tense situations without transferring the problem unless required. • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them. • Ensure each interaction ends with clarity—no unresolved confusion. • Log every interaction accurately in CRM systems immediately after handling it. • Track follow-ups and ensure no open cases are forgotten. • Maintain clean, structured records that another team member can understand instantly.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals.

• Respond to patient inquiries via phone, email, text, and ticketing systems • Provide empathetic, clear guidance regarding scheduling, care options, and next steps • Support appointment confirmations, rescheduling, cancellations, and transfers • Assist patients with provider changes, availability questions, and follow-up care needs • Address concerns and escalate appropriately when needed • Manage scheduling workflows including re-referrals, therapy scheduling, and provider transfer requests • Conduct proactive outreach to patients to assist with booking and attendance • Monitor scheduling queues and take timely action to move patients toward care • Support missed or canceled appointment follow-up workflows • Coordinate scheduling changes related to provider availability, leave of absence, or departures • Assist with insurance verification workflows and patient questions related to coverage and billing • Support documentation and coordination related to payer requirements • Help patients understand financial responsibility and next steps when needed • Manage multiple support queues and prioritize tasks based on urgency and impact • Process internal tickets related to potential changes in a patient’s account • Support records requests and coordination of care activities • Review patient feedback and assist with service recovery efforts • Maintain accurate documentation in internal systems • Assist providers with scheduling coordination and operational requests • Communicate cross-functionally with Bookings, Clinical Operations, Insurance, and Technology teams • Help execute process improvements and pilot new workflows