Role Description The Support Services representative is responsible for providing exceptional patient service when working at the call center. In the Call Center, the Support Services Representative will: - Answer and assist all incoming telephone calls - Provide timely and accurate information and quality customer service to incoming patient inquiries - Schedule appointments using a computerized scheduling system - Resolve patient issues - Consistently meet or exceed patients' service expectations The Call Center Representative will demonstrate initiative in accomplishing all Wheaton Eye goals, follow HIPAA guidelines for patient privacy, and abide by all Wheaton Eye and departmental guidelines. Hours are: - Monday, Tuesday and Friday 8-5 - Either Wednesday and Thursday 9:30-6:30 p.m. rotation - 2 Saturdays a month THIS ROLE HAS THE OPPORTUNITY TO BE REMOTE AFTER 6 MONTH OF SUCCESSFUL TRAINING. Qualifications - High School Diploma or Equivalent Requirements - Update patient demographics - Verify Insurance plan information - Appointment Scheduling for all/or designated Ophthalmologists, Optometrists, and testing procedures - Maintenance of bridge doctors’ schedule - Complete rescheduling of patients as received - Update demographic information on patient accounts - Process reminder call cancellations - Complete recall letters - Retrieve and complete Epic messages - Ensure no-show appointments are processed - Follow all HIPAA and Wheaton Eye guidelines regarding patient privacy - Perform other related duties as assigned Benefits - Medical - Dental - Group Life and LTD - Paid Time Off - Paid Holidays - Clothing Allowance - Vision Care Benefits - Voluntary Benefit Offerings – Life, STD, Critical Illness, Accident - 401k

Title: Collection Representative II Location: Remote-USA Job Description: Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity: The Collection Representative II utilizes various collection strategies and methodologies to contact consumers and negotiate payment in full, settle the account or establish payment arrangements on delinquent debt. This role manages a complete portfolio of charged-off accounts with principal balances of $2,501 and greater, requiring effective negotiation skills and strict compliance with all regulatory and company policies. The representative must have a solid understanding of credit bureau reporting (CBR) and leverage it in skip tracing efforts when appropriate, while also identifying resources to assist members in resolving their obligations and can incorporate that into their discussion. Day in the Life: - Review accounts in the assigned queue to determine the next course of action to resolve delinquent accounts. - Manage a portfolio of charged-off accounts with principal balances of $2,501 and greater. - Utilize various collection strategies and skip tracing techniques to locate right parties when necessary. - Apply knowledge of credit bureau reporting (CBR) to support skip tracing efforts and incorporate CBR insights into member discussions. - Identify and provide resources to assist members in resolving their obligations. - Negotiate payment terms, settlements, or payment arrangements in accordance with established guidelines, using probing questions to understand and overcome objections. - Establish and maintain payment arrangements consistent with company standards. - Dorm, close, and make recommendations on accounts in line with established guidelines. - Make second voice calls as necessary to assist other collectors. - Follow up on specific accounts that meet department criteria to ensure all work has been completed. - Evaluate accounts where resolution is not possible and recommend for further review when appropriate. - Participate actively in monthly continuous improvement training sessions to enhance collection techniques and adapt to new challenges. - Maintain thorough knowledge of FDCPA and ensure compliance with all regulatory and company policies. - Accurately and promptly document all account activity. - Perform other duties as assigned. Qualifications: - Minimum (1) year collections or sales experience preferred Education: - High school education or GED equivalent About Velera At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE! Pay Equity $15.87 - $19.81 Actual Pay will be adjusted based on experience and other job-related factors permitted by law. Great Work/Life Benefits! - Competitive wages - Medical with telemedicine - Dental and Vision - Basic and Optional Life Insurance - Paid Time Off (PTO) - Maternity, Parental, Family Care - Community Volunteer Time Off - 12 Paid Holidays - Company Paid Disability Insurance - 401k (with employer match) - Health Savings Accounts (HSA) with company provided contributions - Flexible Spending Accounts (FSA) - Supplemental Insurance - Mental Health and Well-being: Employee Assistance Program (EAP) - Tuition Reimbursement - Wellness program - Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Provide direct patient care and support, conduct assessments and care plans, educate patients on treatment, and collaborate with healthcare professionals to ensure comprehensive care in a dynamic ambulatory environment.

• Lead customer care operations and oversee end-to-end insurance claims handling within an automotive-focused environment. • Ensure customers are supported efficiently while claims are handled accurately and without delay. • Bring structure, visibility, and accountability to customer interactions and claims workflows. • Own the quality of conversations and speed and accuracy of claims handling. • Manage and coordinate teams across departments and regions, ensuring smooth handoffs between customer care and claims processing. • Directly involved in customer communication for escalations or complex cases.