Overview Candidates hired for work-from-home positions will receive company-issued equipment. Additional details regarding equipment policies and procedures will be provided during the interview and onboarding process. Work Location: This is a remote/work from home position. Compensation: $18-22/hour based on experience Build Your Future! Come join our thriving team as a Remote Collections Representative! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career in the customer service arena. Why should you consider TSI? - Work from home - Paid training - Team-oriented work environment - Growth opportunity - Generous bonus opportunity - Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays! Responsibilities - Call consumers to secure payments on past due student loan accounts. Each call is unique…you’ll never get bored! - Our Collections Representatives also need to ensure that all work is performed in compliance with company policies as well as local, state and federal collections laws and regulations. Detail-oriented people are a great fit! Qualifications - High School diploma or equivalent - Access to high-speed internet required. - FDCPA knowledge preferred. - Professional phone etiquette and solid negotiating skills. - Positive attitude and strong customer service aptitude. - Ability to problem solve and multitask. - Willingness to maintain confidentiality. - Ability to remain in a stationary position 95% of the time. We need you doing what you do best, reaching out to our consumers! - Ability to exchange accurate information effectively over the phone. For Remote Positions: The minimum internet speed requirements for remote work are as follows: - Broadband internet connection (No DSL, or Dial Up) - Hard wired connection required (no Wi-Fi, Wi-Fi hotspots) - Speed Test Results: 25 mbps download, 20 mbps upload Work Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderate. The work environment is primarily indoors. The position requires little to no travel. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the company. We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

• Answering customer inquiries about products and services, for example: staff, website, company, vehicle-specific, electromobility, service topics, sales, redirects and contact details • Acknowledging and resolving customer complaints • Processing inquiries received via multichannel • Identifying customer needs and helping customers using specific features • Analyzing and reporting product malfunctions • Assisting in training new employees when requested by management • Updating our internal databases with information about technical issues and useful discussions with customers • Informing customers about new features and functionalities

Role Description Middlesex Orthopedic & Spine Associates is seeking a remote full-time Call Center Agent to join our team in Middletown, CT. We are a growing practice with ample opportunity for career growth. Competitive salary offered. Channel your expertise as an Administrative Assistant and allow your keen attention to detail shine as you take on this important role. This position plays a key role in the efficient and effective clinical and administrative operations of the practice. Join a dedicated team focused on empowering orthopedic and spine specialists to transform patient lives and to be the best orthopedic and spine network in our community. Responsibilities/Duties: - Works directly with Physician and Team to ensure proper scheduling and patient care, including monitoring team communication and decision-making. - Creates, updates, and accesses confidential patients’ data in EMR with a high level of confidentiality and accuracy. - Main contact for all Provider correspondence and patient issues. - Demonstrate the ability to prioritize and multi-task. - Handles high volume inbound and outbound calls to and from patients in a timely manner, addressing patient needs or issues. - Obtains appropriate demographic and insurance information; updates and makes appropriate changes in EMR. - Obtains insurance verification, authorization, and/or referrals for services as needed; advises patient of these requirements. - Schedules patient appointments with the appropriate Provider in accordance with schedule template. - Ensures patient records are accurate and complete. - Informs patients of any copay or out of pocket costs; collects payments for services as needed. - Retrieves messages from voicemail, email, and EMR; responds to patients and outside agencies promptly. - Documents all patient encounters in EMR and routes appropriately. - Tasks appropriate PA Triage message group for prescription refills and patient messages; verifies pharmacy. - Assists with troubleshooting of Patient Portal issues. - Conducts daily chart review for upcoming appointments, ensuring accuracy and completion of patient appointment details, demographics, and insurance eligibility. - Manages and monitors Provider schedules, and blocks schedules when appropriate. - Works Orders and obtains authorizations; routes Orders as appropriate. - Works closely with Front Desk; cross covers when needed. - Receives and processes faxes and routes as appropriate. - Communicates with the entire team including Physician, PA/APRN, Medical Assistant, Surgical Scheduler, and Administrative support. - Observes telephone flow; offering or requesting assistance as needed. - Other duties as assigned by the Manager. - Communicates effectively and professionally with patients, teammates, and providers. - Reschedules patients as needed and works Waitlist; creates Relatient Broadcast as needed to contact patients. Qualifications - High School Diploma or Equivalent required. - 2+ years’ experience in a healthcare-related field, with specific administrative experience required. - Able to multi-task, work independently/productively, and be efficient in completing their duties. - Possess the ability to analyze, retain, and resolve issues and provide superior customer service to the client base. - Proficient in Microsoft Word, Excel, and PowerPoint. - Be organized and cooperative under stressful conditions. - Ability to be a team player, communicate effectively, and meet deadlines. Benefits - Excellent growth and advancement opportunities. - Dynamic environment. - Access to a diverse network of practitioners. - Broad infrastructure of tools and programs to enhance the employee experience. - Competitive Compensation. - Generous PTO. - Benefits package: health, dental, vision, 401(k), etc.

• Serve as the clinical escalation point for at-risk and complex cases, providing counseling services as an independent practitioner when necessary. • Lead, direct, and manage a team of call center agents, ensuring high-quality service delivery and adherence to program standards. • Provide ongoing coaching, side-by-side training, and performance feedback to improve consultant skills and customer service outcomes. • Monitor live calls and chats to ensure professional, high-quality interactions, accurate identification of needs, appropriate warm hand-offs and referrals, and proper delivery of information and resources. • Oversee compliance with referral processes, warm hand-offs, case management system documentation requirements, and all applicable security and safeguarding procedures. • Identify performance trends, compliance patterns, and areas for improvement, and implement corrective actions, additional training, or resources as needed. • Generate, review, and analyze call center performance reports to monitor operational effectiveness and service quality. • Handle escalation calls and provide guidance or intervention as required.