• Review claims and collections submissions to ensure required documentation and information are complete and accurate • Enter and maintain accurate C&C case records and documentation in operational systems • Monitor case documentation and distribute cases to ensure compliance with required operational standards • Communicate with policyholders, brokers, and service users to obtain missing documentation or clarify information when required • Support customer-related inquiries by coordinating internally with Claims, Collections, and other operational teams • Create and manage internal or external tickets related to C&C operational issues, system support requests, or customer inquiries • Participate in system testing activities and review system-generated documentation to ensure timely updates and revisions • Perform the in-office C&C check process in coordination with the C&C accounting team • Perform additional operational tasks or special assignments as required to assist the C&C teams and support operational priorities • Support operational initiatives, process improvements, or system-related projects when required

• Answers customer requests over the phone or email on various topics across all core functions with a sense of urgency. • Works closely with the Direct Sales Force and broker partners to accurately expedite new business application input with offshore partners • Manages a large portfolio of policies with key responsibilities to include: Communication with the Direct Sales Force and broker partners in regards to policy renewal changes, policy construction & policy distribution • Responsible for managing collection of past due invoices and other policy items for assigned portfolio • Identifies process improvements based on exposure to client issues and concerns that directly impact retention and new business production • Support implementation of Voice of the Customer initiatives in the region

Role Description American Specialty Health Incorporated is seeking a Customer Service Representative-Fitness to join our Customer Service-Fitness department. The primary purpose of this position is to provide customer service to members who are seeking or utilizing ASH's Fitness programs. Remote Worker Guidelines: - This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. - This WFH position requires a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. - The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed; 100 down/20 up is recommended to support higher quality video meetings. Responsibilities - Receives and responds to telephone calls from members, fitness clubs, and health plans. - Demonstrates knowledge and understanding of all ASH Fitness products and programs. - Answers incoming calls on the ASH telephone system in a professional, accurate, timely, and courteous manner. - Ascertains the nature of the call and records information in the appropriate system. - Provides answers to member questions by following standard policies and procedures. - Coordinates collection of necessary information, including member co-pays or payments when necessary. - Forwards documentation to Research Team for follow-up if the issue requires additional action. - Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers. - Handles all issues requiring additional action within the necessary timeframes. - Manages time to ensure calls are answered within required timeframes and appropriate follow-up is conducted in a timely manner. - Attends and participates in meetings to discuss issues and foster teamwork among department personnel. - Responds to requests from other ASH department personnel, contacting clubs and members as required. - Performs other duties as assigned. - Complies with all policies and standards. Qualifications - High School Diploma or GED certificate required. - 1 year experience performing customer service duties required. - Inbound call center experience preferred. - Experience in healthcare preferred. - Basic experience using Microsoft Office required. Requirements - Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships. - Ability to display excellent customer service to meet the needs and expectations of both internal and external customers. - Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment. - Ability to effectively organize, prioritize, multi-task, and manage time. - Demonstrated accuracy and productivity in a changing environment with constant interruptions. - Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions. - Ability to exercise strict confidentiality in all matters. Mobility - Primarily sedentary, able to sit for long periods of time. Physical Requirements - Ability to see, speak, and hear other personnel and/or objects. - Ability to communicate both in verbal and written form. - Ability to travel within and around the facility or Work from Home (WFH) environment. - Capable of using a telephone, computer keyboard, and mouse. - Ability to lift up to 10 lbs. Environmental Conditions - Work-from-home (WFH) environment.

Role Description As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. In the role of Senior Customer Service Representative, you will be responsible for: - Answering inbound calls from policyholders and their representatives regarding existing Long Term Care policies. - Delivering excellent customer service in a culture centered around teamwork and collaboration. - Providing timely and accurate information directly to customers and processing transactions to meet their needs. - Meeting or exceeding individual and team phone service metrics. - Engaging in personal and professional development. - Collaborating effectively with peers in a team atmosphere. Qualifications - Strong customer service skills with at least 2 years of experience, preferably in a call center environment. - High school diploma or military experience. - Proficient with Microsoft Office applications, including Outlook, Teams, Word, and Excel. - Professional, empathetic demeanor in all interactions. - Clear verbal and written communication skills. Requirements - Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities. - Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality. - Flexibility to adapt to increased seasonal volume and process changes. - Reliable high-speed internet (minimum 50 Mbps). - A dedicated, distraction-free home office setup. - Ability to be on camera for trainings, meetings, and collaborative activities. Benefits - 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. - Caregiver and Mental Health Support Services.