• Manage inbound inquiries from our small business customers’ employees via phone, email, or chat • Provide expert-level support to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR • Assist WSEs with eligibility and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA • Resolve WSE inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents • Maintain product expertise on our software and be the go-to resource for customers • Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timing • Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience • Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts • Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering • Perform other related duties as assigned

Role Description A Customer Service Representative I is a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. The CSR is knowledgeable of specific rules and qualifications of the programs Palco supports. Using their knowledge of products or services as well as great customer service skills, the CSR promptly and accurately addresses issues, provides support and information to ensure customer satisfaction. The CSR also maintains very good knowledge of company systems and sensitive information/PHI handling procedures. - Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution. - This position requires the ability to work Monday – Friday from 7:00 am – 6:30 pm CST. - The CSR reports to the CS Supervisor. We are looking for: - Customer Strong – Make a WOW difference for our customers - Me to We – Take accountability to trust, collaborate and partner - Own it! – See a need and act - Be Bold: – Challenge the status quo - Listen to Advocate: – What matters to you, matters to us - Think it Through: – Proactively deliver solutions focused on doing the right thing Qualifications - Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance. - One year of experience performing customer support activities, preferably in a call center. - Working knowledge of contact with the public and telephone; modern office procedures and methods. - Good verbal and written communication skills. - Ability to electronically document records to a web-based chart. - Intermediate skills with Microsoft Office, email and internet. - Good problem-solving and listening skills. - Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results. - Skill in the operation of a variety of office equipment, including computers and networks. - CRM experience and/or Medicaid experience a plus. - Bilingual skills a plus. Requirements - Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles. - Respond to customer inquiries with timely and accurate information. - Uses person-centered techniques in all participant interactions. - Receives inquiries about Palco services, how to enroll on the program, and program guidelines and requirements. - Provides information on self-direction to assure that each individual is able to make informed decisions about their care. - Assists individuals in completing paperwork or understanding Program requirements. - Represents Palco in all interactions with the public by providing quality service to internal staff and external clients. - Ensures privacy of our customers remains the utmost importance. - Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department. - Recognizes the need for additional services required by the caller. - Ensures the satisfaction of callers and professional handling of difficult or unusual situations. - Conducts follow-up phone calls for quality and satisfaction. - Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department. - Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records. - Requires additional duties as assigned. - Reports directly to the Customer Service Supervisor. - Adhere to all remote work policies and procedures. Benefits - Generous Paid time off. - Annual bonus potential. - Retirement Savings: We will support you as you save for your future. - Career Growth Opportunities: We help you thrive, so together, we can grow. - Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities. - Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts. - Employer shared Health Insurance cost. - Employer paid Disability Insurance. - Employer paid Life and AD&D Insurance. - Vision Insurance. - Cancer Insurance. - Voluntary Life Insurance. - Paid Time Off. - Remote work environment. - Paid holidays.

• Support daily EDI operations including monitoring claims submissions and remittance processing. • Assist with AR, claim corrections and authorization-related workflows. • Coordinate with Claims and Authorization departments in alignment with check runs. • Work closely with the EDI & Operations Analyst on special projects and system improvements. • Assist in reviewing 277/834/835/837/999 files for errors or inconsistencies. • Track payer issues and support documentation efforts. • Participate in testing for system updates when needed. • Maintain organized records of EDI transmissions and payer communications. • Provide operational support during peak workload periods.

Role Description The Client Service Retail Costco Director position resides within Operations and is part of the Retail Client Service Team within the Big Box account portfolio. This is a multi-faceted role responsible for service excellence and maintaining a deep understanding of customer needs and requirements. This is a people-centric leadership role focused on developing trust, providing coaching, and maximizing the talent of their team. This leader will be accountable for executional excellence of their team members and driving positive results for Costco. Job Responsibilities - Service Leadership & Communication - Demonstrate technical leadership by managing end-to-end process of content delivery. - Effectively synthesizes content written and verbally. - Proactively manages communication and expectations with team members, clients, and cross-functional teams. - Provide on-going support and expertise for CIRCANA solutions, data questions, story building, and troubleshooting. - Provide coaching and feedback to team members to aid in development. - Work closely with functional teams (e.g. Product Management, Support, Sales) to ensure customer needs are being prioritized and addressed appropriately. - Leadership & Collaboration - Collaborates with virtual and diverse teams (i.e. offshore and onshore). - Exhibits humility and curiosity with team members to drive engagement. - Provides escalation support for internal client teams and delivers executive communications. - Executional Excellence - Drives transformation for clients, focusing on change management aspect to ensure smooth transitions. - Accountable for ensuring all change events and client deliverables are on time and accurate. - Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives. - Strives to break down barriers internally to drive increased performance and efficiency. Qualifications - BA/BS Degree or 3-5 or more years of relevant experience. - Strong leadership skills; must be able to effectively lead internal teams (both local and remote), be approachable, and inspire trust. - Outstanding verbal and written communication skills and professional etiquette. - Ability to work in a fast-paced environment, be flexible and welcoming to change. - Prompt decision-maker and creative thinker, with excellent problem-solving skills, with a positive attitude. - Demonstrate strong work ethic with calmness and composure in times of uncertainty. - Keen operational skills; ability to recognize the opportunity for process improvement/standardization. - Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance. - Proven technical abilities; experience using Excel, data management tools. - Demonstrated expertise in translating data and analysis into relevant implications. - Experience working in a consultative manner with clients. - Skilled at developing relationships with clients and cross-functional teams to become a trusted and value-added business partner. - Successful experience delivering data and technical training for enablement of clients. Benefits - Comprehensive package of benefits including paid time off. - Medical/dental/vision insurance. - 401(k) to eligible employees. Company Description Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data® platform help clients measure market share, uncover consumer behavior, and drive growth—powered by six decades of expertise and an expansive, high-quality data set. At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We’re a global company dedicated to fostering inclusivity and belonging. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana.