• Act as a trusted operational partner to Customer Technical Support leadership, translating strategy into scalable execution • Own and evolve the global Customer Support operating model, ensuring consistency and scalability across regions • Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify risks and optimize performance • Define and track KPIs and leading indicators to measure support health, productivity, and predictability • Own and enhance the end-to-end Technical Support Engineer (TSE) experience, improving workflows, tools, and processes • Reduce operational friction and increase time spent on high-value customer interactions • Drive cross-functional alignment with Renewals, Customer Success, Professional Services, Sales, Finance, and Systems teams • Lead change management initiatives to ensure adoption of new processes, tools, and operating models • Leverage data, analytics, and AI-driven capabilities to deliver insights, improve predictability, and enable automation • Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

• Conduct Comprehensive Onboarding Calls: Initiate and lead remote onboarding sessions with newly enrolled patients via phone or video conferencing. Clearly and concisely explain the purpose of remote patient monitoring and the benefits of using their assigned medical devices. • Device Setup and Usage Guidance: Provide step-by-step instructions on how to unpack, set up, and connect their medical devices (e.g., blood pressure cuffs, heart rate monitors) to the required platforms or applications. Address any initial technical challenges patients may encounter with patience and clarity. • Vital Readings Education: Educate patients on the significance of consistently monitoring their vital signs, explain what constitutes a normal range, and guide them on how to accurately interpret the readings provided by their devices. • Troubleshooting and Technical Support: Offer effective troubleshooting assistance for common device setup or usage issues. Escalate more complex technical problems to the appropriate internal support teams while ensuring the patient remains informed and supported. • Accurate Documentation: Meticulously document all patient interactions, including onboarding progress, questions asked, troubleshooting steps taken, and the patient's level of understanding in the Electronic Health Record (EHR) system. • Proactive Adherence Calls: Conduct follow-up adherence calls with patients at scheduled intervals to reinforce the importance of consistent monitoring and address any challenges they may be facing in adhering to their monitoring schedule. • Positive Team Contribution: Actively contribute to a collaborative, supportive, and positive work environment, sharing knowledge and best practices with colleagues. • Uphold Nsight Culture: Embody and promote Nsight Health's core values of positivity, patient-centricity, and innovation in all interactions. • Maintain compliance with company policies and applicable regulations. • Perform other duties as assigned.

• 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