• Manage the live chat line, responding promptly to patient enquiries with professionalism and empathy. • Provide accurate information regarding products, services, and order processes in accordance with approved guidelines. • Triage patient enquiries and escalate to the appropriate internal teams including sales, clinical, or logistics when required. • Follow up with patients to ensure enquiries and requests are resolved in a timely and satisfactory manner. • Maintain clear, professional, and compliant written communication across email, chat, and other support channels. • Support the customer service and sales teams with patient-related administrative tasks using established templates and documentation processes. • Escalate complex patient matters to clinical staff, including nurses or specialist team members where appropriate. • Maintain accurate records of patient interactions within CRM and order management systems. • Assist with reporting and documentation related to patient enquiries and service performance. • Coordinate with logistics and fulfilment teams to ensure timely delivery of patient orders. • Handle patient information confidentially in line with privacy and data protection requirements. • Other position-level duties as they arise.

Role Description Rutgers, the State University of New Jersey, is seeking a Mental Health Specialist II in the 988 Lifeline Services – NJ Hopeline of Rutgers University Behavioral Health Care. The Mental Health Specialist II performs functions in support of the Unit’s mission providing streamlined, prompt, and “customer friendly” services to clients of the 988 Lifeline Services. - Receives telephone, chat and/or text requests for service. - Undertakes assessment of the service need of the client. - Offers support and appropriate referrals or disposition. - Demonstrates competency in recognizing the unique needs of clients. - Applies relevant assessment and support skills regarding a wide range of issues. - Interacts with clients in a therapeutic manner. - Models good communication skills, recovery-oriented living skills, effective coping skills, and self-help strategies. - Assists clients in identifying personal recovery goals and setting objectives. - Determines interventions based on the client’s recovery/life goals. - Develops and maintains relationships with clients to identify emotional, psychiatric, or behavioral changes. - Helps clients effectively address problems or refers them to appropriate clinical staff. - Advocates for appropriate resources for clients and third parties based on assessed needs. - May facilitate structured skill trainings such as social skills, assertiveness, anger management, symptom management, and psycho-education on various mental health issues. Qualifications - Experience in mental health support and assessment. - Strong communication and interpersonal skills. - Ability to model recovery-oriented living skills. - Competency in recognizing and addressing client needs. Requirements - Relevant educational background in mental health or related field. - Experience in crisis intervention and support. - Ability to work collaboratively with clinical staff and other team members. Benefits - Comprehensive health insurance plans. - Retirement savings options. - Professional development opportunities. - Supportive work environment. Company Description Rutgers University Behavioral Health Care (UBHC), established in 1971, offers a full continuum of evidence-based behavioral health and addiction services for children, adolescents, adults, and seniors throughout New Jersey. - 1,060 experienced behavioral health professionals and support staff. - Budget of $260 million with 15 sites throughout New Jersey. - Services include inpatient, outpatient, partial hospitalization, screening, crisis stabilization, family/caregiver support, community outreach, and case management. - Specialty services include the New Jersey suicide prevention helpline and peer help lines for various groups. - In FY2016, UBHC treated 16,199 consumers and had 24,502 admissions. - Primary mental health training resource for New Jersey departments, delivering 16,000 trainings each year.

• Answering calls from our distributor and customers, mainly from Germany, you will act as a brand representative of Kaleido, ensuring we empathetically listen and solve as many issues as possible with a smile on our face. • Answering emails and Social Media inquiries from (potential) customers and our distributors. • Handle second level complaints for Germany and making sure that information is complete for our investigation department. • Be an expert in transferring product knowledge to our customers. • Support complaint reporting and facilitating the legal and regulatory controls required of a medical device. • Presenting and delivering information to potential clients and providing onboarding training to our new customers. • Working with the sales team to help onboard new users by researching and qualifying new leads from digital campaigns, conferences, references, etc.

• Provides technical customer support to ensure that all customers are satisfied with the products and services • Engages with customers to ensure understanding of product/service capabilities and operations • Trains customers in standard operational procedures and provides coaching/expertise to help resolve technical and procedural difficulties • Liaises with product, service delivery and other teams to help address unanticipated issues and situations • Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues • Will be responsible for routine customer questions relating to product usage within Xtime support • Provide support for technical issues relating to the Cox Automotive suite of products • Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards