A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide. - We are a global team, united by our desire to connect diverse people with common values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships, we’ll always find EMPATHY WHAT IS YOUR ROLE As a Senior Customer Advocate (email & chat support), you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

• Monitor the team inbox for incoming cases and requests from our broker clients • Enter ALL transactions that are pulled from the inbox onto the Smart Sheet (Daily tracking tool) • Track daily progress of each case for team visibility and organization on the Smart Sheet • Maintain an exceptional relationship with all the brokers who are being serviced with daily follow ups. • Consistent communications with Broker clients is precise and well written. • Develop strong relationships with our Carrier partners for information and educational purposes. • Efficient process of all transactions into the carrier portals for submission or change. • Email requests and questions to assigned representatives at the carrier level. • Maintain contact and in good standing with all of our carrier partners

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team! 2025: - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: - Excellence in Customer Service Awards: Organization of the Year (Small) - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner - Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®) Position Overview At Health Advocate, we are committed to providing our customers with services that improve the health, well-being and productivity of their employees. The Personal Health Advocates are a dedicated team of Registered Nurses who assist our members in navigating the healthcare system by facilitating access to healthcare providers, health and benefit information, health services and resources and entitled benefits coverage. Essential Job Functions - Receive calls from members in regards to various healthcare issues (e.g., infertility, disease, medication, etc.) and determine best course of action/s to assist the members while adhering to established policies, procedures, and key performance indicators (KPIs) (e.g. case close targets, abandon rates, member follow up, all quality indicators, etc.) - Build relationships with members in order to collaborate and develop plans of action by going above and beyond members’ initial requests, taking responsibility for members’ case records, and encouraging members to call back with future issues/ questions. - Assist and educate members in understanding their medical conditions, associated health testing, test result interpretation, and health options available to them. - Provide members choices in medical care providers and services based on the members’ clinical needs, geographic locations and available benefit offerings. - Research providers through credentialing, education checks and affiliations with notable medical centers within the member’s plan - Facilitate communication among members, treating physicians, and insurance carriers, which may include assisting members with asking necessary health questions to physicians or clarifying insurance plan provision - Take appropriate steps on behalf of members by assisting with scheduling health appointments, re-scheduling health appointments, facilitating record and information transfers, and researching and resolving various problems as applicable - Document cases in the department’s case management system using approved processes and procedures - Escalate cases appropriately and on a timely basis to supervisor or internal resources for review as applicable - Keep up-to-date on patient care procedures which include diagnosis, pre-certification, prior authorization, pre-service and post-service denials - Continuously stay up to date on various health issues and medical procedures necessary to offer top of the line feedback to members - Intercede for the member to obtain an earlier appointment. - Help members obtain prescriptions - Help members with pre-service fee negotiations - Place outbound follow up calls for issues that cannot be resolved during the initial call - Respond to member cases in delegate box, answers and after hours calls - Mentor new team members Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts - Cooperate with team members to meet goals or complete tasks - Provide customer service that exceeds customer expectation - Treat all internal/external customers, team members and department contacts with dignity/respect - Escalate work flow and communication issues to supervisor Minimum Qualifications - Education- BSN or RN degree from an accredited college or university required - Minimum three to five years clinical and/or medical management experience - Active and unrestricted State or Multi-State RN License - Understanding of medical terminology to assist in locating appropriate care options - Strong Communication skills and phone etiquette - Strong ability to explain complex issues to employees/retirees - Highly effective listening skills - Strong problem solving/issues resolution skills - Excellent customer service and customer resolution skills - Organizational and administrative skills - Experience with Microsoft Word and Excel - Ability to work in a team environment Mental and Physical Requirements- - This position is a remote position. The employee will need to have a dedicated HIPPAA compliant work space. Have access to internet and router. - The nature of the work in this position is sedentary and the incumbent will be sitting most of the time - Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day - Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day Related Duties as Assigned - The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents - Consequently, job incumbents may be asked to perform other duties as required - Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above - Please contact your local Employee Relations representative to request a review of any such accommodations Company Overview Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Learn more Health Advocate https://www.healthadvocate.com/site/ Facebook https://www.facebook.com/healthadvocateinc/ Video https://vimeo.com/386733264/eb447da080 Awards: 2025: - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: - Excellence in Customer Service Awards: Organization of the Year (Small) - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner - Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2023: - National Customer Service Association All-Stars Award: Service Organization of the Year. - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2022: - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner - Excellence in Customer Service Awards: Organization of the Year (Small) - Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2021: - Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner - Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner - Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2020: - National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up - Communicator Award of Distinction: October 2019 Broker News - MarCom Awards: Gold, COVID Staycation Ideas brochure - MarCom Awards: Platinum, 2021 Well-being Calendar - Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver) VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

Role Description As a Patient Advocate, you will be responsible for matching the daily volume of incoming client claims to the correct provider using an in-house web-based application. This position may be located anywhere in the Eastern, Central, Mountain or Pacific time zones. Work schedules are as follows: - 5:00 am to 2:00 pm PT - 6:00 am to 3:00 pm MT - 7:00 am to 4:00 pm CT - 8:00 am to 5:00 pm ET This role is responsible for handling member, client, and provider inquiries (balance bills and appeals) based upon an assigned client base. This person is responsible for addressing member calls related to balance billing situations, educating the process and negotiations for closing out the balance bills. Duties - Manages facility, provider, and member inquiries, appeals and balance billing, including correspondence. - Reviews and resolves balance bills and appeals with providers, through negotiations. - Identifies troubled facilities for potential direct contracting and redirection. - Ensures clear documentation of events associated to a claim resolution. - Provides updates and solicits required information from clients as needed. - Keeps direct report informed of critical matters that impact responding timely to appeals/balance bills. - Manages a daily running inventory of claims, prioritizing one's work schedule accordingly. - Addresses emails and incoming calls. - Ensures member inquiries are addressed timely, including education. - Participates in on-going process improvement to develop efficiencies that streamline the process and the Patient Advocacy Center. - Collaborates, coordinates, and communicates across disciplines and departments. - Ensures compliance with HIPAA regulations and requirements. - Demonstrates Company's Core Competencies and values held within. - Please note due to the exposure of PHI sensitive data -- this role is considered to be a High-Risk Role. - The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary. Job Scope This position works independently under minimal supervision to complete the assigned job responsibilities. Work performed is often varied and complex, requiring a reliance on a knowledge base built through experience. The incumbent follows established procedures and uses knowledge of the company's general business principles, industry dynamics, market trends, and specific operation details when performing the duties of the position as assigned. Compensation The salary range for this position is $25 to $30 per hour. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity. Qualifications - Minimum high school diploma. Baccalaureate degree (BA/BS) from an accredited college or university preferred. - Two (2) plus years' experience in a medical healthcare claims role dealing with facilities, providers and members is required. - Background in healthcare claims management environment including provider hospital billing, claims adjudication and administration or the ability to interpret benefit plans/Explanation of Benefits. - Negotiation experience a plus. - A proactive, self-starter. - An elevated level of professionalism, organization, and flexibility. - Strong organizational skills, demonstrating strong attention to detail. - Effective communication skills, both oral and written. - Ability to manage high call volume. - Ability to multi-task effectively. - Detail focused. - Self-Motivating personality and a professional demeanor that promotes a team environment. - Manages self and time so as to meet provided timeframes and deadlines, becoming flexible when necessary. - Able to work comfortably in a fast-paced environment. - Solid problem solving skills with the ability to determine and take the appropriate course of action for resolution. - Should possess a moderate to elevated level of claim editing, coding, RVU and CMS-based pricing knowledge with an emphasis in researching solutions for the above items as needed. - Bilingual preferred. - PC literate, including Microsoft Office products and web-based applications. - Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier, and telephone. - Regular, timely attendance. - State licensure certification, including NY Health and/or P&C State Adjustor license, may be required. Benefits - Medical, dental and vision coverage with low deductible & copay. - Life insurance. - Short and long-term disability. - Paid Parental Leave. - 401(k) + match. - Employee Stock Purchase Plan. - Generous Paid Time Off – accrued based on years of service. - 10 paid company holidays. - Tuition reimbursement. - Flexible Spending Account. - Employee Assistance Program. - Sick time benefits – for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits. EEO Statement Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. Application Deadline We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.