• Respond to customer inquiries and service requests by phone, email, or chat through the case management system • Provide accurate information to resolve customer inquiries • Log case notes in the case management system for each customer inquiry or request • Ask related questions, listen intently, and identify what the customer really needs • Escalate issues to customer service leaders or to central units • Redirect customers when needed and facilitate resolution with outside entities • Troubleshoot problems and resolve items within your scope • Update and communicate with customers to provide them with expectations on service and value being delivered • Mark cases as resolved when customer requests are fulfilled, or inquiries are answered • Submit new knowledgebase articles through supervisor based on inquiries received in the SSC • Complete transactional work as needed • Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values • Participate in ongoing training experiences offered within the SCC and within WVU

• Maintain account orderliness and ensure a field agent is assigned to each account. • Update designated accounts with new information received from the client. • Communicate any escalated information to the client or supervisor as needed. • Facilitate the successful recovery of assigned collateral. • Demonstrate basic product and service knowledge and initiate required actions as needed.

• Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience. • Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management. • Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team. • Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels. • Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time. • Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources. • Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements. • Monitor queues, coverage, and workload to meet SLAs without reliance on heroics.

• Provide inbound and outbound phone support to patients using ambulatory cardiac monitoring devices (e.g., Holter, Extended Holter, Cardiac Event Monitor, Mobile Cardiac Telemetry). • Guide patients through device placement, activation, connectivity troubleshooting, and general usage questions. • Support ship-to-home patients with hookup assistance and monitoring initiation according to established outreach protocols. • Respond to patient concerns with empathy and professionalism, ensuring patient comfort and understanding. • Serve as a point of contact for ordering clinics, physician offices, and healthcare staff regarding device orders, patient status, and service-related questions. • Provide timely updates and follow-up communication to clinical partners as needed. • Escalate urgent or complex concerns to supervisors, clinical teams, or quality leadership per internal escalation procedures. • Accurately document all patient and customer interactions in CRM and/or patient management systems. • Maintain compliance with HIPAA, privacy standards, and internal quality requirements. • Identify and report any potential patient safety concerns or adverse events according to company policy. • Assist with coordination of device logistics, replacements, and shipment tracking when necessary. • Support cross-functional communication with clinical operations, sales, and technical teams to ensure resolution of patient issues. • Contribute to continuous improvement by identifying recurring patient challenges or service trends.