Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life. We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Our four values guide our strategy, our decisions, and our interactions: - Make it human. We care about the people that make up our customers, colleagues, and communities. - Make it about others. We do what’s best for our customers and collaborate to drive progress. - Make it happen. We work with intention toward a common purpose and forge ways forward together. - Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. POSITION TITLE Senior Customer Service Representative - First Call Resolution POSITION LOCATION These positions are available to remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin. SCHEDULED HOURS During training, your hours will be 8:30 AM- 5:00 PM EST. Once training is complete, your regular schedule will be 9:30 AM-6:00 PM EST. Schedule may adjust slightly in the future based on business needs. Candidates are expected to have consistent, reliable, and predictable attendance during the duration of virtual classroom training and upon successful completion of training to support the needs of our customers. YOUR ROLE The First Call Resolution (FCR) Representative serves as the primary point of contact for our customers and providers during the long-term care assessment process, supporting coordination and communication across all parties, making it one of the most critical roles at CareScout. You will be in a front line, customer interactive position, providing timely and accurate information directly to customers, and processing transactions to meet the customers’ needs. You will be expected to meet or exceed individual and team phone service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere. WHAT YOU WILL BE DOING - Provide exceptional customer service through timely, accurate, and courteous responses to customers, family members, caregivers, providers, and internal care partners - Quickly assess customer needs through active listening and critical thinking to provide accurate, first-call resolution - Serve as a flexible, solution‑oriented point of contact, resolving customer requests from intake through completion by coordinating scheduling, documentation, and follow‑up with internal teams and external partners - Address issues proactively and effectively to prevent escalations and recurring customer concerns - Meet or exceed defined performance and quality metrics, including call handling, productivity, scheduling accuracy, and referral and transfer expectations - Support system updates by participating in user testing and providing feedback before changes are deployed - Actively contribute to a positive team environment through effective communication and collaboration - Provide coaching and training to new team members and support cross‑functional shadowing efforts - Perform other duties as assigned that support CareScout’s business needs and evolving initiatives WHAT YOU BRING - Strong customer service skills with at least 2 years of experience - High school diploma or equivalent - Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating, and meeting all training requirements - Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling - A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work - Positive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aging population - Exhibit integrity, accountability, and a collaborative team mindset - Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality - Apply strong critical thinking, problem‑solving, conflict resolution, collaboration, adaptability, and ownership to resolve customer issues effectively - Demonstrate strong written and oral communication, organizational, and time management skills to manage priorities and meet deadlines - Proficient with computer applications, including MS Office and workflow management tools NICE TO HAVE - Associate/bachelor’s degree or equivalent work experience - Previous call center or contact center experience - Prior experience in the Long-Term Care or insurance industry - Knowledge of HIPAA requirements and confidential information handling EMPLOYEE BENEFITS & WELL-BEING CareScout employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives. - Competitive Compensation & Total Rewards Incentives - Comprehensive Healthcare Coverage - Multiple 401(k) Savings Plan Options - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave - Disability, Life, and Long-Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) - Caregiver and Mental Health Support Services ADDITIONAL The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 5% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.

Employment Type: Full timeShift: Day Shift Description: This is a fully remote position, must be within driving distance of West MI. ​Schedule: - This is a full time position, 40 hours per week - 9 to 5:30 pm M-F - First two weeks of EPIC training are M-F, 8a-430pm. What you will do: - Must possess a comprehensive knowledge of financial clearance and insurance verification processes with two (2) years of financial clearance experience in an acute care setting. - Responsible for all pre-service account financial clearance and collection prior to the date of service - Obtains and verifies accurate insurance information, benefit validation, authorization, and preservice collections. - Begins the overall patient experience and initiates the billing process for any services provided by the hospital. What you will need: - High School Diploma or equivalent. - Two (2) to Five (5) years’ experience in area of expertise such as scheduling, financial clearance, or patient access. - National certification in HFMA CRCR or NAHAM CHAA required within one (1) year of hire. - Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Additional Qualifications (nice to have) - Associates Degree, preferred. - Comprehensive knowledge of scheduling with mastery in at least three (3) or more modalities and insurance verification processes with three (3) years scheduling experience in an acute care setting - Experience in complex facility based ancillary testing across multiple facilities/states - Strong knowledge of third-party and government payer billing and reimbursement guidelines as well as department performance standards and policies and procedures. Why You’ll Love Trinity Health: - Unlimited career growth opportunities with one of the largest Catholic healthcare organizations in the country. - Competitive pay - Colleague Referral Program - Great culture that upholds our Mission About Us: Trinity Health is one of the nation’s largest Catholic healthcare systems. We’re committed to excellence, compassion, and service—delivering care that’s not only clinically exceptional but also deeply human. Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network. • Excellent communication skills • Ability to read text aloud from a computer and listen to spoken word and transcribe to text on a computer

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners. Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients. Summary: The Call Center Specialist plays a key role in delivering high‑quality customer service within a fully remote, high‑volume call center environment. This individual is responsible for handling incoming patient calls with professionalism, empathy, and accuracy. Success in this role requires the ability to remain calm under pressure, manage competing priorities, and provide clear, compassionate support to patients navigating billing‑related questions. Essential Duties and Responsibilities: - Answer a high volume of incoming patient calls in a remote call center environment, providing prompt, courteous, and accurate assistance - Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries - Evaluate caller needs and determine the correct resolution path while following client‑specific rules, workflows, and service expectations - Handle all incoming calls by gathering information, resolving issues when possible, and completing any necessary follow‑up actions, which may include sending emails, obtaining additional details, and returning calls to provide a full resolution - Research issues by reviewing account details, contacting third parties, or gathering additional documentation as needed - Complete follow‑up actions such as placing outbound calls, sending emails, or faxing requested information to support full resolution - Maintain detailed, accurate documentation of all calls and actions taken in the patient account system - Protect confidentiality by strictly adhering to HIPAA regulations and Digitech’s compliance standards at all times - Meet or exceed established daily quotas - Manage workload efficiently while remaining flexible and adaptable in a fast‑paced, high‑volume environment - Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement - Additional job duties as assigned Skills/Experience Required: - Education: High School Diploma or Equivalent required - Bilingual (English/Spanish) preferred - Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel - Familiarity with insurance billing is a plus; comprehensive training is provided - Ability to type a minimum of 40 WPM with accuracy - Maintains composure under pressure and remains calm in high‑volume or challenging situations - Able to manage a high workload efficiently while meeting tight deadlines - Demonstrated ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions - Strong problem‑solving skills, including the ability to identify issues, ask the right questions, and determine appropriate resolutions - Clear, professional communication skills with the ability to explain information and solutions courteously - Exceptional attention to detail and accuracy in documentation and call handling - Skilled at multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities - Reliable, punctual, and dependable with a strong commitment to team success - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity. #digitech