• Provide world-class service to potential and existing customers by attending to their concerns in a timely, accurate, and empathetic manner. • Resolve customer inquiries related to orders, payments, shipping, returns, and product information • Identify patterns in customer issues and share insights to improve processes and experience • Maintain clear and professional communication aligned with brand voice

Role Description This position provides support for the DFSM Continuation of Operations Plan (COOP) development and implementation, conducting support and follow up to care coordination tracking and reporting of Care Coordination data. This position will serve as the lead for care coordination projects, including maintenance of SharePoint and HIE data platform users. As part of the Case Management System Units (CMSU), Care Coordination functions, the position will work to develop CSMU infrastructure for care coordination, including developing and maintaining desk levels, process flows, and data flows. This position will also work with care coordination partners, including Regional Behavioral Health Authorities, Tribal Regional Behavioral Health Authorities and IHS/638 facilities. Under the direction of the CMSU Integrated Services Administrator, the position will work closely with CMSU care coordination team and support staff. This position will be in-office to address member and provider communication outreach and support the unit during site visits based on the unit and divisional needs. - Provides support to the CMSU Care Coordination functions, including documentation for High Needs/High Cost clinical staffing, member eligibility, member rolls, and maintaining care coordination eligibility. - Responds to partner inquiries related to care coordination processes, and other miscellaneous issues. - Develop and implement CSMU infrastructure related to care coordination, including desk levels, process, and data flows, serve as lead for care coordination platforms, including the HIE and SharePoint. - Cross train CSMU staff in care coordination functions and provide back up to CSMU transportation, if needed. - Develop and implement COOP protocols and processes. Qualifications - Two years of experience in a healthcare support role. - Experience in Behavioral Health, prior experience working with Tribal entities (preferred). Requirements - Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions. - Travel may be required for State business. Employees who drive on state business must complete any required driver training. - All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits - 10 paid holidays per year. - Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees). - Paid Parental Leave - Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. - Other Leaves - Bereavement, civic duty, and military. - A top-ranked retirement program with lifetime pension benefits. - A robust and affordable insurance plan, including medical, dental, life, and disability insurance. - Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications). - RideShare and Public Transit Subsidy. - A variety of learning and career development opportunities.

• Provide Tier 1 technical support and solutions to customers via phone calls, emails, and possibly live chat • Educate customers on website tools and resources • Document all customer contact information, customer requests, and support issues in ticketing system • Demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation. • Work as a team to deliver exceptional Customer Experiences in each support interaction. • Develop strong relationships with customers and create Jabra brand awareness. • Determine the effectiveness of an approach and make appropriate adjustments to achieve maximum results • Make independent, customer-focused decisions over time while on a call for an efficient Customer Experience. • Test and evaluate new products prior to release.

• Set up and manage courses • Prepare instructors for sessions • Host virtual classes and troubleshoot issues • Provide real-time support during classes • Track learner engagement and follow up • Suggest improvements based on feedback