• Represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner • Field and resolve a large volume of inquiries via phone and other methods within the Patient Access Center in Spanish or English • Follow communication scripts, schedule appointments, verify patient insurance, pre-register patients for appointments, and screen for alternate funding sources • Advise patients of service estimates and perform tasks that allow patients to visit their health center seamlessly • Provide exceptional customer service, treating all callers with dignity and respect • Collaborate with other Patient Access Center team members to achieve quality and performance standards

• Patient Enrollment: Guide patients through the enrollment process for healthcare programs, ensuring accurate and complete documentation. • Program Eligibility Assessment: Evaluate patient eligibility for specific healthcare programs based on criteria provided, such as age, medical conditions, or other qualifying factors. • Patient Consultation: Conduct comprehensive consultations with patients to gather necessary information and explain the benefits and requirements of various healthcare programs. • Documentation and Record-Keeping: Accurately document patient information, enrollment details, and program eligibility assessments in electronic health records (EHR) or other designated systems. • Follow-Up and Coordination: Monitor the progress of enrollment applications, communicate with patients, and collaborate with internal and external stakeholders to facilitate the enrollment process. • Patient Education: Provide patients with clear and concise explanations regarding healthcare programs offered by Medsien. • Compliance and Privacy: Adhere to all relevant privacy regulations, such as HIPAA, and maintain strict confidentiality of patient information. • Program Updates: Stay informed about changes, updates, and new offerings related to healthcare programs, and effectively communicate these changes to patients. • Collaborative Approach: Work closely with healthcare providers, insurance companies, social workers, and other relevant parties to ensure seamless patient enrollment.

• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures. • Process data entry activities of pertinent information received at different points of contact during the delivery of program services. • Provide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials. • Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management, based on the information provided as part of the program materials. • Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team. • Telephone support (including maintenance calls and adherence support both inbound and outbound as needed). • Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers. • Work directly with the reimbursement specialist and the physician to secure funding for their patient’s therapies; assist with alternative funding searches when needed. • Attend patient meetings, conferences as needed to educate patients, providers regarding disease/product information and case management services. • Must be able to identify and report AE’s to the Manufacturer, Med Info and enter source system and third-party systems, within respective timelines. • Maintains confidentiality of patient, client and corporate information and discusses same only with appropriate personnel. • Liaise with physicians’ offices, pharmacies, infusion/injection services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise. • Participate in ongoing internal and/or external continuing education activities. • Development of training material and programs for new PSP team members. • Adhere to Sentrex Health Solutions Policies and Procedures. • Perform patient enrolment into the program and complete required follow-ups, according to program protocols and applicable departmental procedures. • Proactively offer support and advocacy to patients and HCP which includes but is not limited to enrollment, facilitation of coverage renewals, and changes throughout the patient journey, as well as facilitating reimbursement support to physicians and patients. • Provide ongoing support on disease state or product related questions, based on information provided as part of the program materials to ensure patient adherence, as dictated by the needs of the patient. • Review, analyze and validate information provided by patients for accuracy and completeness to ensure initiation and continuation of services. • Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients. • Follow‐up/advocate until a decision is received, ideally securing coverage for the patient. • Report and document Adverse Events as per training on updated Pharmacovigilance requirements. • Adhere to Sentrex Policies and Procedures. • Additional duties as determined by your Manager.

Role Description Reporting to the Customer Service Manager, the ideal candidate will interact with our customers to provide product technical and process information in response to inquiries, concerns, and requests for technical support on spa products and services. The incumbent will provide a high level of customer service for our English and French speaking dealer and service center base, primarily through handling phone calls and emails and on-site service as required. - Provide expertise to our dealers and customers to resolve technical, functional, and operational issues for spa and swim spa product. - Answer and respond professionally to technical dealer calls and emails with a customer first aptitude. - Provide verbal instruction and French translation as needed for repairing spas and installing accessories. - Perform service calls to the customer site as required. - Troubleshoot warranty related issues, providing customers with an explanation of warranty terms for various products. - Write technical memos and product bulletins to keep dealers current on product updates. - Work with the QA department on continuous improvement of our products. - Provide the organization with analysis regarding problems reported from the field. Qualifications - Fully fluent in French and English. - A minimum of 5 years’ experience with customer interaction in a manufacturing/industrial environment. - Strong technical aptitude and hands-on capability in the field. Knowledge of spa products is an asset. - Working knowledge of mechanic components and electrical troubleshooting. - Demonstrated verbal and written communication skills. - Excellent problem-solver, able to manage and resolve conflict. - Ability to work independently and effectively with co-workers and customers. - Knowledge of MS Office Suite, ERP systems. - Understanding of electro-mechanical concepts is required. Requirements - Occasional travel, valid passport and driver’s license required. - Occasional overtime and weekend work may be required. Benefits - 401(k) matching. - Dental insurance. - Employee discount. - Health insurance. - Life insurance. - Paid time off. - Vision insurance.