• Lead, coach, and motivate a team of outbound sales agents to meet performance targets. • Develop and implement outbound sales strategies to drive revenue growth. • Identify sales trends and customer needs to refine sales approaches. • Track KPIs including call volume, conversion rates, appointments booked, and sales quotas. • Prepare and present regular performance reports to senior management. • Use data and analytics to identify areas for improvement and optimize team performance. • Ensure calls adhere to company standards, regulatory requirements, and compliance guidelines. • Streamline call center processes and workflows to improve efficiency and outcomes. • Collaborate with marketing, CRM, and operations teams to support lead generation and campaign success.

Description Position Summary: Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support. Essential Functions and Job Responsibilities: LEVEL 1 - Patient Service Representative - Answers calls and emails in timely manner, meeting performance goals - Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries - Documents call information per standard operating procedures - Answers questions about products, services, retail stores, and general service information - Verifies insurance carriers in database system - Resolves customer complaints with problem-solving approach - Maintains working knowledge of current products and services - Adheres to HIPAA guidelines and maintains patient confidentiality LEVEL 2 - Patient Service Representative All Level 1 duties plus: - Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification - Processes payments, orders, and returns - Troubleshoots equipment issues and provides advanced care solutions - Resolves escalated issues or hands off with clear documentation - Serves as resource to Level 1 representatives for knowledge sharing and skill development LEVEL 3 – Lead, Patient Service Representative All Level 1 and 2 duties plus: - Serves as subject matter expert and primary resource for team - Conducts new hire training and mentors team members - Handles escalated calls and complex issues with appropriate follow-up - Identifies root causes of service issues and collaborates on process improvements - Prepares reports for leadership and other departments - Supports departmental standards and Patient Experience initiatives - Assists with task coordination and ensures adherence to workflows - Collaborates with supervisor on performance metrics and service excellence Competency, Skills and Abilities: Customer Service & Communication - Deliver exceptional customer service with empathy, patience, and professionalism - Demonstrate active listening and clear verbal/written communication skills - Effectively address patient needs, concerns, and inquiries Technical Proficiency - Strong problem-solving and analytical thinking abilities - High attention to detail in documentation and data verification - Proficient in computers, Microsoft Office, and database systems - Excellent multitasking and prioritization in fast-paced environments Professional Attributes - High emotional intelligence to handle stressful situations with compassion - Adaptable and flexible with changing processes and technologies - Self-motivated with ability to work independently and take initiative - Strong team collaboration and cooperative work style - Commitment to continuous learning and professional development Healthcare Knowledge - Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred) - Understanding of healthcare documentation requirements Compliance & Confidentiality - Strict adherence to HIPAA regulations and patient confidentiality - Full compliance with company policies and referral guidelines Requirements Education and Experience Requirements: - High school diploma or equivalent required - Associate’s degree in healthcare administration, Business Administration, or related field preferred - Previous experience in healthcare, insurance, medical billing, or patient services preferred. - Knowledge of respiratory therapy or DME services preferred. - Level I: (Entry Level): One (1) year of work-related experience - Level II: One (1) year of work-related experience plus Two (2) years exact job experience - Lead Level: One (1) year of work-related experience plus Four (4) years exact job experience Physical Demands and Work Environment: Physical Requirements - Ability to sit for extended periods with prolonged computer screen exposure - Must be able to bend, stoop, stretch, stand, and move between sitting/standing positions - Perform repetitive hand, wrist, and finger motions due to extensive computer and phone use - Occasional lifting of 5-10 pounds as needed - Clear speech, hearing ability, and manual dexterity required Work Environment - High-volume call center environment with fluctuating stress levels - Extended computer and telephone use throughout workday - Potential exposure to angry or upset customers/patients - Possible exposure to hazardous materials, loud noise, temperature extremes - Risk of contact with airborne, bloodborne, or other infectious pathogens Mental and Communication Demands - Maintain mental alertness to perform essential job functions - Demonstrate empathy, compassion, courtesy, and respect for patient privacy - Effective verbal and written communication skills required Schedule Requirements - Flexible scheduling to support business hours and after-hours programs as needed - Adaptability to varying work levels and office activity fluctuations

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: - Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. - Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. - Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: The Opportunity: The Scheduling Specialist is responsible for performing scheduling duties for Diagnostic Services patients. Scheduling Specialists are to perform these functions while meeting the mission and of Ensemble Health Partners and all regulatory compliance requirements. They will work within the policies and processes as they are being performed across the entire organization. This position pays between $15.75-20.90/hour based on experience Job Responsibilities: - Scheduling and pre-registering patients for the appropriate procedures based on physician's orders - Selecting accurate medical records for patient safety - Providing proper patient instructions, pre-registering patients, obtaining and validating demographic and insurance information, while providing excellent customer service - Point of Service collections and financial counseling functions as appropriate - Other job related duties as required by their supervisor, subject to reasonable accommodation Required Education: - High School Diploma, GED, or Equivalent Experience Employment Qualifications: - Certified Revenue Cycle Representative (CRCR) required within 9 months of hire Experience we Love: - 1-3 years' work experience - 2 years’ experience in a healthcare related position. - Experience working with insurance companies and/or pre-authorizations required. - Patient Access experience with managed care/insurance, formal typist with a minimum of 35 WPM, intermediate proficiency in MS applications (Word, Excel & PowerPoint), experience with multiple computer systems and use of dual screens. Able to multitask and work individually while applying critical thinking skills. - Customer Service experience highly preferred. - Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences. - This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require. Join an award-winning company Five-time winner of “Best in KLAS” 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023 Energage Top Workplaces USA 2022-2024 Fortune Media Best Workplaces in Healthcare 2024 Monster Top Workplace for Remote Work 2024 Great Place to Work certified 2023-2024 - Innovation - Work-Life Flexibility - Leadership - Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: - Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. - Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation. - Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. - Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com. This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range. Employment Disclaimers – Ensemble

Participates in components of the clinical trial development, implementation, maintenance, and completion process as directed. Responsibilities may include but are not limited to: assisting with protocol/clinical research development and maintenance including gathering regulatory documents, drafting the informed consent, developing clinical trial budgets, identifying/coordinating study logistics/approvals and protocol modifications. Must be able to work in a complex environment and exercise good judgment in ambiguous situations. Must possess excellent problem-solving skills, oral, written, communication and interpersonal skills, and be comfortable interacting with individuals at all levels internal and external to Mayo Clinic. Participates on projects as assigned. Provides input to standard operating procedures and working instructions. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. Benefits Highlights - Medical: Multiple plan options. - Dental: Delta Dental or reimbursement account for flexible coverage. - Vision: Affordable plan with national network. - Pre-Tax Savings: HSA and FSAs for eligible expenses. - Retirement: Competitive retirement package to secure your future. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law". Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.