• Communicate and provide education to members and providers on insurance plan benefits and digital health solutions. • Use negotiation and motivational interviewing techniques to increase engagement. • Pro-active and reactive support for members, including outbound phone/email/text outreach. • Employ active listening & motivational interviewing skills, and can handle difficult calls tactfully, courteously, professionally and document accordingly that can build patient trust and engagement. • Ability to effectively excel in a virtual work environment through active participation in team huddles, Supervisor 1:1s, Instant Messaging, or check-ins, efficiently answering and documenting member/provider calls. • Accurately track and document work on a variety of internal software tools and platforms. • Consult with supervisors, utilization management team, medical directors, as needed to overcome barriers. • Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure. • Assist departmental staff with coding, medical records/documentation, pre-certification, reimbursement, and claim denials/appeals. • Ability to interact with external facility or providers as needed to gather clinical information to support the medical necessity review process and plan of care.

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.