• Bilingual Spanish/English Customer Expert field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Meet sales objectives as defined.

• Provides exceptional administrative and patient care support in a virtual healthcare environment • Serves as a key point of contact for patients and clinical staff, handling inbound communications • Uploads and organizes lab results, coordinating prior authorization requests • Triaging tasks to appropriate team members • Answers and returns patient phone calls, emails, and chat messages with professionalism and empathy • Provides clear instructions and follow up regarding lab testing and medication refills per physician notes • Supports patients in understanding next steps in their care and ensure a positive virtual care experience • Initiates, tracks, and follows up on prior authorization requests for medications • Collaborates with providers, nurses, and internal staff to maintain efficient telehealth workflows • Maintains strict confidentiality and adhere to HIPAA and all applicable privacy and security regulations

• Own and resolve high-priority, complex, or sensitive member escalations end-to-end. • Serve as the “last line” point of contact for unresolved member concerns. • Investigate grievances thoroughly, synthesizing information from multiple systems and stakeholders. • Ensure timely, compliant, and well-documented resolution of all escalations. • Review and assess accommodation and accessibility requests with sound judgment and consistency. • Evaluate supporting documentation, including authorized representative forms and related records. • Determine appropriate next steps, including approvals, denials, or escalations. • Communicate professionally and clearly with health plans, providers, and external partners. • Lead de-escalation efforts with empathy, professionalism, and control. • Make independent, high-stakes decisions within established guidelines.

Role Description We’re looking for a Virtual Receptionist who will be the first line of defense for all incoming phone calls through our main phone number. You will expertly route phone calls and answer simple customer inquiries with a smile and a first impression that leaves nothing to be desired. What You’ll Contribute as a Virtual Receptionist - Masterfully Route Calls: - Efficiently and expertly answer all incoming phone calls through our main phone number. - Handle simple inquiries like account balance checks and route more substantial requests to the appropriate team members. - Make all callers feel welcome and well taken care of with your professional, customer-obsessed and efficient demeanor. - Keep Call Backlogs at Bay: - Keep call times to a minimum while providing incredible service to our customers. - Utilize your outstanding efficiency and deep knowledge of the Bank, our services and organizational structure. - Smoothly answer all calls and prevent call backlogs at all costs; avoid calls going to voicemails. - Champion Our Mission, Protect What Matters: - Embody a commitment to social, economic, environmental, and racial justice. - Be willing to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations. - Apply curiosity and interest in our core values and pursue education related to sustainability practices. - Recognize the importance of protecting the organization and our customers. - Question suspicious activity and stay in close collaboration with our Compliance department. - Stay informed on legal context and regulatory requirements and prioritize completing all web-based compliance and IT training. What You’ll Leverage in this Role - Your Service Obsession: You’re a natural at making people feel heard, valued, and supported. - Entrepreneurial Self-Starter Mentality: You take charge of your work product and take pride in delivering consistently great and measurable results. - Master Communicator: You’re a miracle worker on the phone, warm, concise, and professional. - Banking & Fintech Acumen: You understand banking or have the ability and curiosity to quickly attain such knowledge. - Tech-Forward and Analytical Thinking: You learn new tools quickly and leverage technology to optimize your work process. - Your Organization & Efficiency Guru Status: You manage your time like a pro, stay focused under pressure, and keep your workflow humming. - Commitment to Being a Team Player: You lift others up, share ideas, and bring positive energy to everything you do. What to Expect from Your Physical Environment - Remote role within the United States; Eastern Standard Hours. - Occasional U.S. travel for company events. - Sustained standing and sitting. - Frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor. - Occasional lifting up to 20 lbs. Equal Opportunity Statement At Climate First Bank we truly believe that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. Diversity and inclusion are at the core of our values and mission. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. E-Verify Statement This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.