• Respond to client inquiries regarding individual and group insurance products. • Follow up on requests via phone and email with accuracy and efficiency. • Support brokers and partners with contract setup and management. • Assist users in navigating digital platforms. • Process administrative requests related to client files, including updates to personal information. • Provide information on claims and benefit status. • Perform required validations and ensure data accuracy. • Collaborate with the team to maintain a high level of customer service.

Role Description Join our dedicated team at a leading Medical Marijuana Clinic as a Live Chat Support Agent, where your communication skills and empathy will directly impact the health and wellness of our community. This role offers a unique opportunity to engage with clients seeking guidance and support in their wellness journey, providing timely, accurate, and compassionate assistance through live chat. As a vital part of our customer experience team, you will help ensure that every interaction supports our mission to promote health, wellness, and fitness through safe and informed access to medical marijuana. Key Objectives - Deliver prompt, clear, and professional support to clients via live chat. - Provide accurate information about our medical marijuana products, services, and policies. - Assist clients with inquiries, appointment scheduling, and troubleshooting. - Maintain a high level of client satisfaction by resolving issues efficiently and empathetically. - Collaborate with internal teams to escalate and resolve complex concerns. Responsibilities - Respond to live chat inquiries in a timely and professional manner. - Understand and communicate medical marijuana regulations and product details clearly. - Identify client needs and provide appropriate solutions or escalate when necessary. - Document client interactions accurately and maintain detailed records. - Support appointment booking and follow-up communications. - Work closely with healthcare professionals and administrative staff to ensure seamless client experiences. - Stay updated on industry trends, clinic policies, and product knowledge. - Maintain confidentiality and adhere to HIPAA and other relevant regulations. Qualifications - High school diploma or equivalent; additional education in healthcare, customer service, or related fields is a plus. - Proven experience in live chat support, customer service, or a related role. - Strong written communication skills with attention to detail. - Ability to handle sensitive topics with empathy and professionalism. - Basic knowledge of medical marijuana and health & wellness industry preferred. - Comfortable working with digital communication platforms and CRM software. - Excellent problem-solving skills and ability to multitask in a fast-paced environment. - Reliable internet connection and a quiet workspace (for remote positions). Benefits - Competitive salary with performance-based incentives. - Comprehensive health and wellness benefits. - Opportunities for professional growth and industry training. - Supportive and inclusive work environment. - Flexible scheduling options. - Employee discounts on medical marijuana products.

Customer Care Associates will be responsible for all aspects of the patient billing processes, including responding to patient inquiries and having vast knowledge of the patient statements and collections process. This position requires excellent customer service skills along with good verbal and written communication skills. Shift:1pm - 10pm EST. Essential Duties & Responsibilities - Answer inbound patient calls - Return patient calls daily and assist them with their questions regarding billing statements - Fully understand and follow all guidelines pertaining to HIPAA and PHI - Resolve patient issues by researching the patient’s account and correcting insurance information, demographics, and any other pertinent account information - Communicate any patient questions or visit information back to the client as outlined in the standard operating procedure - Complete all aspects of statement processing for assigned clients in a timely, accurate, and high-quality manner; processing tasks include, but are not limited to, statement preparation, submission, and reconciliation - Complete all aspects of collection processing for assigned clients in a timely, accurate, and high-quality manner; collection tasks include, but are not limited to, collection letter preparation, submission, and reconciliation - Successfully work within a team environment to escalate questions and outstanding work appropriately - Own and manage open patient inquiry cases through full resolution - Assist, train, and consult with other departments as needed - Participate in the continuing education of applicable software and hardware - Participate in departmental and other meetings as requested - Ensure that management is made aware of client issues or problems in a timely manner

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: - Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. - Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. - Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: The Customer Service Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs. Essential Job Functions: The Customer Service Associate Specialist performs all customer service and collection activities across the Revenue Cycle. Job duties include, but are not limited to: - Answering patient questions regarding statements - Posting guarantor payments - Setting up payment plans within our policies - Researching and resolving issues with accounts that have been identified by patients - Reaching out to appropriate departments to resolve any requests made by patients connecting patients with financial counseling department for charity screening - Communicating patient balances - Meeting collection goals as set by department, and providing excellent customer service for all of our patients - Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues - Performs other duties as assigned. Employment Qualifications: - Customer Service and Call Center experience preferred - 1-2 years’ experience in healthcare industry preferred - Minimum Education: High School Diploma or GED - Certifications: CRCR within 9 months of hire. - Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences. - This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require. Other Knowledge, Skills and Abilities: - Experience in physician and hospital operations - Compliance and provider relations - Critical Thinking - Problem Resolution - Ability to work in a remote work environment Join an award-winning company Five-time winner of “Best in KLAS” 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023 Energage Top Workplaces USA 2022-2024 Fortune Media Best Workplaces in Healthcare 2024 Monster Top Workplace for Remote Work 2024 Great Place to Work certified 2023-2024 - Innovation - Work-Life Flexibility - Leadership - Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: - Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. - Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation. - Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. - Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com. This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range. Employment Disclaimers – Ensemble