• Deliver eBL onboarding, training, and client support after contract signing • Guide users through full eBL workflows and ensure correct operational procedures • Provide functional and operational support to agri-trading firms, vessel carriers, banks, and agents • Maintain communication with clients across regions and gather feedback for improvements • Handle first-line eBL issues, perform triage, and escalate when needed • Create and maintain user guides, knowledge base content, and troubleshooting documentation • Maintain deep understanding of client solutions and meet KPI

• Deliver a wide range of engagement activities - from community events and workshops to digital and survey-based insight • Build strong, trusted relationships with residents, including those from underrepresented or harder-to-reach groups • Turn customer feedback into clear, actionable insight that drives service improvements • Support colleagues across the organisation to engage effectively and confidently with customers • Coordinate and support customer panels, forums and scrutiny groups • Capture, analyse and share feedback to influence decision-making at all levels • Promote engagement opportunities using a variety of channels to maximise reach and inclusion • Work collaboratively across teams to ensure customer voice leads to real, visible change • Represent Stonewater within local communities, partnerships and events • Ensure all engagement activity is inclusive, accessible and aligned with regulatory expectations

Role Description Provides integrated off-site support to patients, pharmacists, and providers by providing a full-service approach to total quality patient care. Works closely with patients to deliver a full continuum of medication adherence support by utilizing our various tools and applications. Encourages patients of specialty clinics to utilize the hospital partner pharmacy to fully benefit from its superior patient care services. - Remote position but may be required to work onsite in clinic - must be located within 1 hour of Lakeland, FL. Job Duties: - Provide “legendary” care to hospital patients by providing a full suite of custom medication management services. - An off-site member of the clinic team providing prior authorization, financial assistance, patient medication onboarding services, and patient refill/renewal support. - Educate prospective pharmacy patients on how the hospital pharmacy serves patients and improves their overall care. - Handle all medication needs of patients. - Grow the specialty pharmacies patient population by strictly adhering to Shields’ programs and processes with enthusiasm and purpose. - Resolve insurance related issues, complete benefit investigations, including prior authorizations (PAs) as an agent of the provider. - Review the patients need for financial assistance and secure financial assistance when needed and available. - Document patient information within the hospital EMR, Therigy and all Shields proprietary tools as required. - Ensure that patients remain on track with medication regimens - outbound therapy/medication adherence check-ups, refill prescription. - Secure prescription renewals. - Communicate directly with patients to assist them in the awareness of their medications. - Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication. - Identify supplies necessary for select medications such as sharps containers, needles/syringes, alcohol swabs, Band-Aids. - Answer, resolve and triage inbound inquiries. - Achieve operational objectives by inputting data, performing adjudication on test claims and preparing action plans for follow-up. - Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards. - Actively participate in process improvement initiatives. - Protect organization's value by keeping information confidential. - Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations. - Other duties as assigned. Qualifications - Strong interpersonal communication skills. - Exceptional phone skills. - Comfortable with proactively engaging patients telephonically. - Comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically. - Highly proficient in Microsoft Office particularly Excel and Word. - Able to quickly learn other programs, adapt to Shields’ unique model/tools and able to extract relevant information. - Strong organizational skills a must. Requirements - Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator, collaborative. - Consistently arrives to work on-time with minimal unscheduled time off. - Energetic, highly motivated, team player with strong personal and communication skills. - Ability to sit and/or stand with focus at a workstation for a long period of time. - Discretion and confidentiality essential as position deals with highly sensitive and private data. Education/Experience - Required Licensure/Certification: Experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is strongly preferred but not required. - Years of Experience: Required 2-3 years, Preferred 3-5 years’ experience as a Pharmacy Technician. - Education: High School Diploma or GED required.

• Lead and oversee daily collections operations across inbound and outbound channels • Ensure achievement of key business metrics including recovery rate, promise-to-pay, right-party contact rate, quality, and productivity • Monitor queues, staffing levels, schedules, and performance trends to maximize efficiency • Develop action plans to address performance gaps and improve operational results • Drive continuous improvement initiatives to enhance workflows, reduce costs, and increase collections effectiveness • Manage Team Leaders and frontline staff, ensuring strong coaching and accountability culture • Conduct regular performance reviews, coaching sessions, and talent development plans • Build engagement strategies to improve morale, retention, and employee experience • Serve as the primary operations contact for client stakeholders • Present business reviews, operational insights, and action plans to internal and external partners • Ensure client expectations, SLAs, and service standards are consistently met or exceeded • Collaborate with Workforce Management, QA, Training, HR, and Recruitment to support program success • Ensure adherence to collections regulations, client policies, and data privacy standards • Monitor escalations, complaints, and compliance risks, implementing corrective actions when needed • Maintain audit readiness and process discipline across the program