• Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions. • Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions. • Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance. • Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions. • Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed. • Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements. • Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery.

Company : Highmark HealthJob Description : JOB SUMMARY: This job collaborates with Sales Client Management and the Sales Executive team. The position will develop member transition strategies to steer the transition of members to AHN and community providers; thereby minimizing future member disruption. This position is responsible for educating members about how their insurance benefits work, the financial impact of healthcare choices, available provider/service options and the importance of getting the right care at the right time, in the right place. The incumbent will play a major role in driving change in member behavior and driving overall business outcomes from a cost of care perspective. ESSENTIAL RESPONSIBILITIES: - Empower members to make informed decisions by evaluating the most appropriate type of provider for members' unique needs, assess which providers are in-network and ensure that the members are fully informed of the tools and resources available to transition to AHN or other community providers. - Advocate for the member by providing assistance with transferring medical records, making prompt appointments with AHN or other community providers and providing assistance with resolving claim or billing issues. Educate members about access to comprehensive clinical care and demonstrate the quality of care and advanced outcomes of partner network providers. Assist members in engaging medical care from higher quality, more cost effective providers closer to their homes. Create new and innovative opportunities for members to interact with patient-focused providers and experience the quality of care first hand for various specialties. Showcase the latest developments in quality of care and the results of investments from AHN and community partner providers. - Demonstrate business acumen by partnering with, and developing proactive sales strategies with the Organization's Sales team and executing these strategies by influencing member buying decisions at enrollment events focused on not only maintaining enrollment but increasing the Organization's enrollment and profitability. - Participate in the development of sales strategies with the Organization's Sales Team, as well as executing those strategies in sales situations by influencing member buying decisions to purchase supplemental Lines of coverage for growth and/or retention of contracts and increase profitability for HMIG products along with the dental and vision companies on a regional and national basis. Activities include, but are not limited to, scheduling and facilitating meetings with employers, members and AHN and community provider partners. - Identify and research operational issues based on member/client feedback and transition details to the appropriate internal department (including but not limited to Product Management, membership, claims, eMarketing, etc.). Identify any opportunities for process improvements. Success will be dependent on partnering with the appropriate subject matter experts in diverse areas of the enterprise - Drive changes in member behaviors by developing strategies that influence change and create action from benefit executives and individual members, including development of incentive models, creating connections and relationships between executives at the Organization, employer organizations and demonstrating the financial impacts of decisions for employers and members. - Other duties as assigned or requested. EDUCATION Required - Bachelor's Degree in Business, Communications or related Substitutions - 6 years of related and progressive experience in lieu of Bachelor's degree Preferred - None EXPERIENCE Required - 3 years of prior sales or client consulting experience, preferably in the Insurance industry Preferred - None LICENSES or CERTIFICATIONS Required - None Preferred - Producer License in Life, Accident & Health SKILLS: - Strong relationship builder across multiple levels of an organization from employee through senior leader - Strong communication and influence skills across levels of an organization from employee through senior leaders - Able to work effectively in a matrix environment - Able to juggle and manage competing priorities - Strong presentation and written communication skills - Strong analytical skills /financial acumen Language (Other than English): None Travel Requirement: 0% - 25% PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS Position Type Office-based Teaches / trains others regularly Frequently Travel regularly from the office to various work sites or from site-to-site Constantly Works primarily out-of-the office selling products/services (sales employees) Does Not Apply Physical work site required No Lifting: up to 10 pounds Constantly Lifting: 10 to 25 pounds Occasionally Lifting: 25 to 50 pounds Never Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. Pay Range Minimum: $25.02 Pay Range Maximum: $38.76 Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets. Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org California Consumer Privacy Act Employees, Contractors, and Applicants Notice

• Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce. • Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs. • Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation. • Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence. • Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert. • Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD. • Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams. • Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams. • Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence. • Adhere to customers’ preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement

As a Senior Administrator - Customer Care you will be responsible for completing administrative daily tasks for assigned large and/or complex location in accordance with established levels of service, productivity, and quality, while servicing our customer at the most economical cost. Responsibilities: - Performs daily required administrative functions in accordance to written process maps. - Interacts with and supports Sales and Sales Management including updating and generating reports, reconciling daily transactions, and assisting in providing customer service. - Performs timely and accurate completion of branch audit and compliance steps per established guidelines. - Maintains high level of organization of tasks between assigned branches. - Works with management to continually look at opportunities for further process improvement in the location. - Documents and submits individual task KPI data used for process improvement. - Assists Customer Care Manager in development and training of employees. - Researches tax and freight charges and runs credit memo when appropriate. - Works with Financial Services to clear claims. - Adds new customers into WESNET and PACT and runs WESNET user branch security reports. - Performs basic accounting duties such as light accounts receivables and payables and invoice approval preparation. - Completes various branch reports such as tax reports and wesnet security reports. Qualifications: - High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) preferred - Administrative experience - Ability to multi-task - Strong verbal and written communication skills - Strong computer skills, including in Microsoft Office - Ability to work in a team environment - Attention to detail - Knowledge of WESCO policies, systems and procedure concerning purchasing, inventory, quality and administration preferred - Ability to travel 0-25% of time This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements. For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan. In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here. At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. ​ Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive. ​ Learn more about Working at Wesco here and apply online today!​ Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.​ Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.​ Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. This posting is for a current, active vacancy intended for immediate hire.