• Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets. • Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics. • Escalation of certain support requests to product, engineering, or solutions. • Log, track, and update chats and emails in our support tools (Intercom, Front).

• Meet 5 min first response SLA for chat and 1 hour for emails, while meeting CSAT targets. • Mastery of the SchooLinks platform and ability to troubleshoot, diagnose, and advise districts on platform logic, configuration options, and other day-to-day support topics. • Escalation of certain support requests to product, engineering, or solutions. • Log, track, and update chats and emails in our support tools (Intercom, Front).

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description As member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way. How will you make an impact? What will you do? The Customer Experience Assessor (CEA) assesses voice, email, and chat interactions relative to established criteria and calibrated standards to ensure our customers have a positive experience. These assessments are done on scoring forms and focus on areas such as job knowledge, accurate system usage, soft skills, and first contact resolution. The CEA will provide additional mentoring to agents in the greatest need, such as new hires and/or those below goal. Data from all evaluations will be analyzed for targeted training, development, and/or process improvements to drive and improve the customer experience, and ultimately, CAS. Additionally, the CEA will assist with research and coaching related to opportunities raised by our sales team and customer survey responses. How will you get there? Education and skills - High School graduate, or GED required. - A bachelor’s degree is preferred, applicants with demonstrated experience and knowledge will also be considered. Knowledge and Experience: - Experience in working across functions and establishing strong working relationships - Needs minimum direction to achieve interpersonal goals - Successful candidates are fully trained on all CS systems, processes, and procedures including phone, email and RGA training - At least 2 years experience in one of our CCG US call centers as a Customer Service Representative while maintaining strong quality scores. - Demonstrates strong interpersonal skills using judgment when needed - Strong focus and attention to detail - Strong time management and prioritization skills - Self-motivated yet know when to seek mentorship - Proficiency with MS Office products, particularly Excel - Ability to analyze data and make recommendations for improvement Compensation and Benefits The salary range estimated for this position based in Illinois is $41,100.00–$61,650.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes: - A choice of national medical and dental plans, and a national vision plan, including health incentive programs - Employee assistance and family support programs, including commuter benefits and tuition reimbursement - At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy - Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan - Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

• Resolve patient healthcare accounts by negotiating payment with patients/guarantors • Complete daily account related functions in an efficient and timely manner to speed-up the patient-to-payment process • Research and reconcile accounts • Communicate with clients, government and commercial payers • Provide customer service support and resolution of routine problems and questions regarding the revenue cycle • Negotiate payment with patients/guarantors by reviewing prior account payment history • Respond to customer questions utilizing knowledge and expertise on insurance and healthcare • Maintain accurate documentation of patient/guarantor encounters • Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies • Analyze and interpret accounting documents and/or correspondence • Interact with both client and internal departments to ensure proper account handling • Review and recommend modification to procedures and workflow as necessary