• Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication • Inquiries can be regarding contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints • Resolve customer inquiries and complaints in a timely and accurate manner according to company and regulatory requirements • Work with peers, other departments, and leadership to find appropriate solutions to problems • Perform assigned job-related duties as required, including any special projects

• This role is focused on helping Seeq’s global Technical Support organization scale its effectiveness, efficiency, and quality. • You will build AI agents, workflows, and process automations that help make our world-class support team even more capable as we continue to grow our customer and user base. • Build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment. • Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation. • Design and implement workflows that reduce manual effort, improve consistency, and accelerate high-value support work across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause-oriented investigation. • Translate operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources, delivering the right insights to the right people at the right time. • Help shape how Seeq operates in an AI-assisted world by creating systems, prompts, tooling, documentation, and conventions that make support workflows easier to execute correctly and easier to improve over time.

• Answering inquiries from patients regarding account charges, insurance payments and balances due. • Performing a variety of clerical duties such as collecting balances due and recording payments to accounts. • Setting up payment plans when requested by patients. • Maintaining strict confidentiality regarding Patient Health Information (PHI) as well as following HIPAA regulations. • Communicating questions and/or issues to the Lead and Supervisor when necessary.

• The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. • This position enhances the resident experience and improves operational efficiency across our communities. • Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. • Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms. • Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency. • Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features. • Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout. • Translate operational and customer needs into clear product requirements and enhancements. • Identify opportunities to streamline workflows and improve system adoption across teams. • Manage survey and reputation strategies and platforms to generate actionable CX insights. • Drive the collection, analysis, and sharing of customer insights to shape strategy and product development. • Monitor trends across feedback channels to proactively identify system gaps or friction points. • Partner with teams to turn insights into actionable improvements within CX platforms. • Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.). • Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience. • Oversee system configuration, setup, and ongoing optimization. • Troubleshoot, analyze, and develop CX platforms to ensure optimal performance. • Lead, train, and participate in technology pilots that support our CX vision. • Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms. • Analyze and report on technology pilots, issues, and CX projects. • Oversee the setup and pilots of CX technologies.