• The Contact Center Representative will provide customer information and patient support program services, including but not limited to inbound and outbound contacts (calling, live chat, email, and internal transfers), AE and PQC reporting, copay card activation, and access support to both Healthcare Providers (HCPs) and patients. • Manage and respond to inbound and outbound calls/inquiries using a telephony, virtual, and chat platform and make outbound calls to HCPs and patients. • Successful delivery of product messages and educational materials covering a variety of topics for HCP offices and patients to maximize the patient experience. • Provide program information for prescribed products as needed and/or required, as well as report adverse events through approved processes to ensure compliance. • Provide high-touch assistance with Patient Support Program services, offering emotional support and compassion to patients, while refraining from providing medical advice. • Utilize approved resources and maintain compliance with program standards for calls, chats, or emails. • Make complete, accurate and timely submission of all timekeeping, details, call activity, expense reports. • Obtain all KPI’s including calls handled, schedule adherence, quality scores (call and system), training assessments, and certifications. • Maintain minimum client and FDA Regulated compliance standards as defined by the quality monitoring process. • Quickly identify what the caller is inquiring about and triage to the appropriate department. • Complete accurate documentation of all calls, chats and emails. • Keep current with market knowledge and competitive products. • Maintain a professional image for client and client products. • Participate in all required training and sales meetings. • Any additional duties as assigned by program management.

• Screen telephone calls before transferring to the assigned legal team. • Persistently monitor all incoming calls, and update our system. • Follow up on missed calls. • Follow up with pending inquiries. • Take accurate notes. • Write emails, transcribe notes, research legal documents, and create spreadsheets.

• Answer incoming calls promptly and professionally, addressing inquiries related to educational programs and services. • Provide accurate and detailed information regarding admissions, financial aid, and course offerings. • Assist with the scheduling of campus tours and informational sessions for prospective students. • Maintain detailed records of calls and follow up as necessary to ensure guest satisfaction. • Collaborate with team members and management to meet and exceed customer service metrics. • Handle customer complaints and inquiries with professionalism, resolving issues in a timely manner. • Stay updated on university programs and policies to provide accurate information to callers.

• Design, develop, and maintain custom call flows, chat flows, and email distribution workflows • Coordinate and lead contact center technology initiatives • Partner with stakeholders to define requirements and manage delivery timelines • Build and configure Zoom Virtual Assistant solutions • Act as a bridge between business users and technical teams • Gather, document, and refine functional requirements • Support testing, validation, and rollout of new features • Support contact center system administration related to call routing and queues, user setup, etc. • Collaborate with technical partners on integrations and troubleshooting