• Own and manage the full onboarding lifecycle, ensuring a seamless transition from prospect to active client and a successful hand‑off to Account Management. • Support agent onboarding, including licensing and appointment coordination. • Partner with Sales on new business case submissions and track underwriting progress, proactively gathering outstanding requirements. • Support system automation and process improvements to reduce manual work and increase efficiency. • Assist agents with Employee Navigator group setup, file testing, and implementation readiness. • Coordinate with TPAs to ensure accurate and timely case implementation. • Confirm delivery of required welcome letters and onboarding communications. • Serve as the primary coordination point during onboarding and the first 30 days post‑implementation. • Identify and resolve onboarding issues early to minimize disruption and ensure a positive client experience. • Drive timely, accurate onboarding outcomes, reduced cycle times, improved cross‑functional coordination, and strong client and agent experiences. • Performs other duties as assigned.

Job Summary Responsible for supporting customers, end users, and sales representatives by accurately logging, managing, and resolving quality complaint issues in accordance with established procedures, regulatory requirements, and service-level expectations. Job Description Key Responsibilities - Collect, review, and document all relevant information to accurately log product and quality complaints in the SAP Complaint Management System. - Process and manage complaints submitted through Zendesk and received via the Genesys phone queue. - Initiate and manage call tags, Salesforce notifications, customer credits, and replacement orders as required to support timely complaint resolution. - Ensure all complaints are properly documented, tracked, and closed within applicable systems. - Conduct required follow-ups on issued call tags at the 7-day, 15-day, and 30-day intervals to ensure timely resolution. - Generate Return Goods Authorizations (RGAs) and coordinate product returns as needed. - Distribute Customer Satisfaction Surveys and support follow-up as required. - Collaborate with Sales representatives to obtain necessary information for open or outstanding complaints, following established timelines and written procedures. - Maintain compliance with Quality System Regulations (QSR), ISO standards, and Medline policies and procedures. - Adhere to all written procedures and ensure accuracy and consistency in complaint handling. - Respond to customer and internal emails within 24 hours. - Complete all required training by assigned deadlines. - Meet established Service Level Agreements (SLAs) across SAP, Zendesk, and Genesys platforms. - Support audit readiness and successfully meet audit requirements. Qualifications Education - High School Diploma or equivalent required. Experience & Skills - Intermediate proficiency in Microsoft Excel, including functions such as SUM, formatting borders and columns, inserting charts, text wrapping, sorting, and setting headers, footers, and print scaling. - Intermediate proficiency in Microsoft Word, including use of headers, page breaks, page numbers, tables, and table formatting. - Strong ability to analyze information, prioritize details appropriately, and draw clear, concise conclusions. - Demonstrated experience providing customer service to both internal and external customers while meeting quality standards and supporting customer satisfaction expectations. Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. The anticipated salary range for this position: $17.25 - $25.00 Hourly The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. Medline will not pay less than the applicable minimum wage or salary threshold. Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here. Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

• Drives the development and execution of strategies to enhance operational efficiency, reduce costs, and enhance customer experience and compliance • Oversee the Project Management Office for the PHCO organization • Oversee the implementation of operational excellence initiatives, ensuring successful execution and desired outcomes • Establish and manage a robust clinical operational compliance oversight program to support regulatory adherence • Analyze and optimize operational processes using methodologies such as Lean, Six Sigma, and Kaizen • Monitor and track key performance indicators (KPIs) to measure the effectiveness of operational initiatives • Lead and mentor teams in operational excellence practices • Collaborate with cross-functional teams to address operational challenges and opportunities

• Organize and oversee daily workflow for all reporting activities • Lead, coach, and develop 15 team members • Collaborate closely with peer managers and senior leadership • Develop, maintain, and enhance Salesforce Reports and Dashboards • Analyze data to identify trends, risks, and opportunities • Communicate openly and promptly with team members, leadership, and cross-functional partners • Support occasional renewal-related activities • Identify, recommend, and implement process improvements • Maintain compliance with company policies, procedures, and industry regulations