• Answer and manage inbound calls from caregivers and clients during overnight hours, providing responsive and professional support. • De-escalate emotionally charged situations with empathy and composure, ensuring callers feel heard and supported. • Problem-solve in real time — assess each situation, identify the right course of action, and follow through. • Coordinate caregiver staffing to fill open or vacated shifts, matching availability with client needs efficiently. • Maintain thorough, clear written logs of every call and action taken, giving the daytime team full context to continue seamlessly. • Escalate complex or urgent situations appropriately, following established protocols. • Build familiarity with client care plans, caregiver profiles, and agency workflows over time.

• Assist customers with questions, inquiries, and issues related to their prescription coverage. • Manage a steady volume of incoming calls from customers while navigating multiple systems. • Create positive experiences for our customers and clients.

• Take calls from pharmacies to assist patients in resolving post-visit issues. • Support the AMG provider network by calling in prescriptions and preparing sick slips on their behalf after receiving their approval. • Work with providers to resolve patient issues. • Manage the Code Blue escalation process to alert emergency services for patients at the direction of providers. • Efficiently process assigned cases and resolve patient and provider issues or requests. • De-escalate situations involving dissatisfied customers by offering assistance and support to both patients and providers. • Stay updated on workflow changes to deliver accurate and effective support. • Identify possible patient system abusers and report them to the appropriate team. • Escalate cases to the appropriate internal departments to ensure resolution for workflows outside the team’s scope. • Participate in ongoing training sessions to continuously improve knowledge and customer service skills. • Communicate with leaders regarding any system, operational, or personnel issues.

• Communicate with customers via phone, live chat, and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries • Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible. • Identify and diagnose software issues to fix and improve the product experience for our customers • Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry. • Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales. • Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall HubSpot experience in mind that grow their businesses better. • Collaborate within HubSpot (with teams such as Customer Success and Product) to retain and grow customers on our platform • Be a role model and a trusted advisor by showcasing HubSpot values and a customer centric approach in every customer interaction.