• Serve as the primary contact for all payroll-related inquiries, offering thorough support through email, live chat, and video calls. • Provide advanced-level support, addressing complex issues and ensuring customer satisfaction is prioritized throughout their journey. • Partner effectively with teams across Customer Experience, Payroll Operations, Benefits, Tax, and Finance to ensure timely and accurate resolutions within strict service level agreements (SLAs). • Enhance the team's collective knowledge by creating and updating essential documentation and participating in shadowing sessions to foster collaboration and knowledge sharing. • Utilize outstanding problem-solving abilities to work seamlessly with various teams in resolving escalated customer issues promptly.

Role Description The Customer Advocacy Representative supports Concentra's patients with their inquiries regarding facility and services and employers with their portal related requests. The Customer Support team is responsible for ensuring our customers are supported if they need assistance with our portal, travel health, or their visit to one of our medical centers. - First point of contact for incoming customer service, Customer Portal, and travel health calls - First point of escalation for all customer complaints to Operations - Review and process all inquiries/issues from patients and employers - Review, process and support client updates or issues for patients and employers while maintaining department standard operating procedures - Input data into closed loop proprietary database system - Validate data for accuracy to ensure the highest level of data integrity - Record all appropriate information via internal applications - Responsible for daily completion of cases/triage while meeting production requirements - Communicate with employers for account verification for customer portal and eScreen’s Extranet issues - Escalate HIPAA incidents to leadership - Schedule and inform travel health appointments in a timely manner - Troubleshoot complaints pertaining to portal & reporting issues in all applicable systems - Coordinate with Information Systems on all technical issues which cannot be resolved with internal troubleshooting process - Identify trends or patterns in account data and/or efficiencies This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Qualifications - High school diploma or GED equivalent - Some college courses in Business Administration or in a related field from an accredited college/university, preferred - Customarily has at least one or more years of experience in a call center environment - Proven ability working in multiple systems/applications simultaneously while on the phone - Proficient user of Customer Relationship Management (CRM) system and Centralized Customer Management (CCM) system, Customer Portal, and eScreen’s Extranet - Comfortable with using technology and able to learn new systems/applications - Skilled at multitasking in multiple systems/applications simultaneously - Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions - Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism - The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies - Effective ability to work in a team environment, as well as independently when required - Effective interpersonal and communication skills a must; ability to read, write, and speak professionally - Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook) - Ability to work well with others - Comfortable in a high-demand environment - Ability to retain and apply new information quickly

Superior Virtual Solutions is seeking friendly and detail-oriented individuals to join our team as Remote Customer Service Representatives . This flexible work-from-home opportunity is perfect for those who enjoy assisting others and want to be in control of their own schedules. ​ Key Responsibilities: - Handle inbound and outbound customer service calls on behalf of various clients - Provide accurate, courteous, and efficient service - Enter customer information into internal systems with attention to detail - Follow up with customers when necessary - Maintain performance standards and qualify for growth opportunities ​ Requirements - High school diploma or equivalent - Strong communication and interpersonal skills - Reliable internet and a quiet workspace - Basic computer proficiency (Microsoft Office, typing, etc.) - Flexibility to set your own hours, including evenings and weekends Technical Requirements (Required Before Starting Work): - Windows 11 operating system - 16 GB RAM (required for top clients) - Desktop or laptop (no Chromebooks or Macs) - Dual monitors (not needed at the time of application submission) - USB noise-canceling headset - Hardwired internet connection Benefits - Start at $12–$15/hour - Advancement opportunities based on performance - 100% remote work - Supportive and professional virtual team

• Handle inbound and outbound calls to support our customers • Communicate with customers via chat and/or text channels as appropriate • Adhere to approved communication guidelines when responding to customer inquiries. • Troubleshoot issues related to the twiist insulin pump and online customer portal. • Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions. • Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources. • Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding. • Document customer interactions thoroughly and accurately using CRM software. • Identify and report potential health and safety issues with the product. • Adhere to the attendance policy for the Customer Care department. • Perform work in compliance with company policies, regulatory, legal and safety requirements. • Complete training onboarding inclusive of basic certification for job responsibilities.