Role Description We’re hiring a Dutch Bilingual Technical Support Specialist II to support clinicians, biomedical engineers, and international partners using specialized medical devices for hearing assessment, balance testing, and newborn care. You will serve as the primary point of contact for technical inquiries, guiding users through troubleshooting, system setup, maintenance, and repair coordination. Support is delivered through phone, email, and remote sessions. This role suits someone who thrives in a regulated healthcare environment, values precision, and can communicate complex technical concepts with clarity and confidence. - Own support cases end-to-end, ensuring timely and complete resolution - Communicate with healthcare professionals to gather detailed issue descriptions and document cases accurately in Salesforce - Troubleshoot hardware and software issues, including sensors, patient interface devices, system configurations, and connectivity - Conduct live remote sessions to diagnose, resolve, or escalate technical issues - Determine appropriate solutions such as remote fixes, replacement components, or repair services (RMA/depot) - Escalate complex issues with clear documentation, replication steps, and prior actions taken - Maintain accurate records aligned with medical device compliance and quality standards - Contribute to internal knowledge bases to improve support efficiency and consistency Qualifications - C1/C2 Dutch proficiency (CEFR or equivalent) - Proven experience providing technical support in Dutch - At least 2 years of experience in technical support (hardware/software troubleshooting) - Strong communication skills with the ability to simplify technical concepts - Working knowledge of Windows environments (drivers, services, device management) and basic networking - Experience using CRM systems such as Salesforce - Ability to work confidently with clinicians and biomedical professionals - Strong decision-making skills in determining appropriate resolutions - High attention to detail and adherence to structured processes - Proactive mindset and willingness to learn medical device technologies Requirements - Experience supporting diagnostic, audiology, neuro, or hospital-based equipment (Nice to Have) Benefits - 100% remote work setup – work from the comfort of your home - Competitive base salary - Comprehensive benefits package (medical, dental, vision – country-specific) - Be part of a people-first, values-driven culture - Work with diverse, global teams and innovative partners - Access to posture-based fitness sessions from home - Continuous training and development opportunities to grow your career

• Reviews patient status and assists the prescribing physician to prepare Special Authorization (SA) petitions for public or private coverage by reviewing patient charts, assessing previous therapies and tests in order to complete the SA • Provides therapy guidelines/education on the program to manage patient and physician expectations • Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy • Administer medications (IV, IM and SC) in the patient’s home or specialty clinics setting • Monitor post-injection/infusion treatments as well as chart and report on all activities as directed by program protocols • Provide patient education based on program protocols, individually or in groups • Regular, predictable availability to meet appointment scheduling needs in an efficient and cost effective manner to provide patients with quick access to necessary therapies • Coordinate daily with patients, case managers, physicians, scheduling and other departments to meet established timelines for scheduling appointments, treatments, and communication of information • Participates in scheduled KOL physician meetings with pharmaceutical representative • Proactively provides assistance to resolve client issues with regards to assigned physicians • Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOP’s • Electronically updates the Customer Relationship Management (CRM) tool by providing timely patient and clinic information • Fosters and promotes a spirit of teamwork while working with internal support teams • Develops and maintains a positive relationship with the Program Patient Support team • Participate regularly in telephone consultations and/or web based meetings/training sessions with the District Manager to share information, and uphold professional practice standards • Consult with physicians, pharmaceutical and biotechnology clients regarding education and implementation of product specific programs • Supports and assists peers through regular and ongoing communication • Acts a liaison and provides ongoing feedback to the Program Manager and or the Assistant Program Manager based on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance • Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or Assistant Program Manager • Completes all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards

Description The Patient Engagement Associate delivers exceptional customer service by responding to scheduling inquiries, resolving basic concerns, and providing accurate information through multiple communication channels. The role requires strong communication skills, effective problem-solving abilities, and a commitment to ensuring a positive customer experience. Essential Functions & Responsibilities - Interact with customers via telephone, email, chat, SMS, or other communication channels to address inquiries, resolve problems, and provide product/service information. - Analyze customer concerns and issues, troubleshoot problems, and work towards satisfactory resolutions. This may involve coordinating with other departments or teams as needed. - Maintain a thorough understanding of the company's doctors, services, and policies to provide accurate information and solutions to customers. - Record customer interactions, issues, and resolutions accurately in the company's practice management and EHR systems. - Ensure adherence to company policies and procedures while handling customer interactions, including industry regulations and HIPAA data privacy guidelines. - Gather and relay customer feedback and insights to the appropriate teams for continuous improvement in the patient service experience. - Strive to meet or exceed established performance metrics such as productivity goals, resolution rates, handle times, offline times, and customer satisfaction scores. - Maintain a professional and courteous demeanor in all customer interactions, even when dealing with challenging or upset customers. - Collaborate with colleagues and supervisors over phone and chat to share information, best practices, and assist in problem-solving. Benefits: As a team member at Eye Health America, you'll enjoy: - Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, etc. - Matching 401(k) - Employee Discount - Wellness Program - Paid Vacation & Holidays - Training/Advancement opportunities Requirements Minimum Qualifications: - High school diploma or equivalent. - Valid and active Driver’s License. Skills & Abilities: - Excellent customer service and communication skills. - Ability to work as a team member. - Management of multiple tasks simultaneously. - Strong active listening and note-taking skills. - Strong organization with attention to detail. - Respectful treatment of patients and co-workers.

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds. About the Role This position is responsible for performing RN duties using established guidelines to ensure appropriate level of care as well as planning for the transition to the continuum of care. Performs duties and types of care management as assigned by management. What You'll Do Responsibilities: - Assesses patient's clinical need against established guidelines and/or standards to ensure that the level of care and length of stay of the patient are medically appropriate for inpatient stay. - Evaluates the necessity, appropriateness and efficiency of medical services and procedures provided. - Coordinates and assists in implementation of plan for members. - Monitors and coordinates services rendered outside of the network, as well as outside the local area, and negotiate fees for such services as appropriate. Coordinates with patient, family, physician, hospital and other external customers with respect to the appropriateness of care from diagnosis to outcome. - Coordinates the delivery of high quality, cost-effective care supported by clinical practice guidelines established by the plan addressing the entire continuum of care. - Monitors patient's medical care activities, regardless of the site of service, and outcomes for appropriateness and effectiveness. - Advocates for the member/family among various sites to coordinate resource utilization and evaluation of services provided. - Encourages member participation and compliance in the case/disease management program efforts. - Documents accurately and comprehensively based on the standards of practice and current organization policies. - Interacts and communicates with multidisciplinary teams either telephonically and/or in person striving for continuity and efficiency as the member is managed along the continuum of care. - Understands fiscal accountability and its impact on the utilization of resources, proceeding to self-care outcomes. - Evaluates care by problem solving, analyzing variances and participating in the quality improvement program to enhance member outcomes. - Completes other assigned functions as requested by management. Disclaimer: This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job. What You Bring Education/Experience: - High School Diploma/GED required - Bachelor degree preferred or relevant experience in lieu of degree - Requires a minimum of two (2) years clinical experience. - Active Unrestricted NJ RN License or active Compact License Required. Utilization Management Only RN’s are required to work a specified number of weekends and holidays to meet Regulatory and Accrediting body standards. Requirements may vary based on department’s business needs. Knowledge: - Prefers proficiency in the use of personal computers and supporting software in a Windows based environment, including MS Office products (Word, Excel, PowerPoint and Outlook) prefers knowledge in the use of intranet and internet applications. - Prefers working knowledge of case/care management principles. - Prefers working knowledge of principles of utilization management. - Prefers basic knowledge of health care contracts and benefit eligibility requirements. - Prefers knowledge of hospital structures and payment systems. Skills and Abilities: - Analytical - Compassion - Interpersonal & Client Relationship Skills - Judgment - Listening - Planning/Priority Setting - Problem Solving - Team Player - Time Management - Written/Oral Communication & Organizational Skills Why Horizon? At Horizon, you’ll do meaningful work that directly improves lives—while being supported by a mission‑driven organization that values expertise, collaboration, and growth. We believe that when our people thrive, our communities do too. If you are passionate about making an impact, we’d love to hear from you! Salary Range: $70,500 - $94,395 ​This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes: - Comprehensive health benefits (Medical/Dental/Vision) - Retirement Plans - Generous PTO - Incentive Plans - Wellness Programs - Paid Volunteer Time Off - Tuition Reimbursement Disclaimer: Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware. This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job. Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.